The service quality-satisfaction link revisited : exploring asymetries and dynamics

T. Falk, M. Hammerschmidt, J.J.L. Schepers

Onderzoeksoutput: Bijdrage aan tijdschriftTijdschriftartikelAcademicpeer review

97 Citaten (Scopus)


This study provides deeper insight in the link between service quality and customer satisfaction. The traditional assumption of a linear relationship is challenged by exploring asymmetries and dynamics. The simultaneous influence of service quality and customer experience on satisfaction is examined by means of nonlinear structural equation modeling. Results show that functional-utilitarian quality attributes (availability, efficiency, fulfillment, and privacy) lose their capability to delight customers as the customer relationship matures. In contrast, hedonic quality attributes (design, enjoyment, and image) only exhibit an increasing effect on satisfaction for more experienced customers. These insights are vital for service managers as they help to improve the efficiency of quality investments.
Originele taal-2Engels
Pagina's (van-tot)288-302
TijdschriftJournal of the Academy of Marketing Science
Nummer van het tijdschrift3
StatusGepubliceerd - 2010


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