The different effect of primary and secondary product attributes on customer satisfaction

被引：27

作者：

Brechan, Inge ^{[1
]}

机构：

[1] Inst Transport Econ, N-0602 Oslo, Norway

来源：

JOURNAL OF ECONOMIC PSYCHOLOGY | 2006年 / 27卷 / 03期

关键词：

consumer behavior; customer satisfaction; product attributes; service marketing;

D O I：

10.1016/j.joep.2005.10.003

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

The different impact of primary and secondary product attributes on customer satisfaction has received little attention. We propose that primary attributes have a greater impact on satisfaction than secondary attributes, and that the relationship between secondary attribute quality and satisfaction is moderated by primary attribute quality. Both hypotheses were supported by the results of a survey of perceived quality and satisfaction with local public transport. Exploratory analyses indicate that the relationship between secondary attributes and customer satisfaction is regressing.. and that secondary attributes are more important for frequent users. The results are discussed in relation to theory of attribute searchability. (c) 2005 Elsevier B.V. All rights reserved.

引用

页码：441 / 458

页数：18

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