Summary
Contents
Subject index
In this book leading scholars and practitioners present the latest research and theory in customer satisfaction and services marketing with a wealth of stimulating ideas. Topics discussed include: the measurement of the managerial impact on service quality improvement; new methods of assessing the various elements of service quality; and philosophies of the nature of customer value. The diverse viewpoints of the contributors reveal the variety of emerging ideas on the subject of service quality.
Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice
Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice
The purpose of this chapter is to first provide definitions for and then explore three interrelated constructs—service encounter satisfaction, overall satisfaction, and perceived service quality—in an effort to understand whether consumers distinguish among the constructs in meaningful ways. A sample of consumers was asked to relate the details of a service encounter and was later asked to respond to both qualitative and quantitative measures of satisfaction and quality. Results of both confirmatory factor analysis and content analysis of open-ended responses suggest that the three constructs are distinct to consumers, but highly correlated. Of the three constructs, service encounter satisfaction ...
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