A FRAMEWORK FOR COMPARING CUSTOMER SATISFACTION ACROSS INDIVIDUALS AND PRODUCT CATEGORIES

被引：387
作者：
JOHNSON, MD
FORNELL, C
机构：
[1] The University of Michigan, Ann Arbor
来源：
JOURNAL OF ECONOMIC PSYCHOLOGY | 1991年 / 12卷 / 02期
关键词：
D O I：
10.1016/0167-4870(91)90016-M
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
A framework is presented which integrates economic and psychological perspectives in order to compare customer satisfaction across individuals and product categories. The framework lays the foundation for the development of a national index for customer satisfaction that is now in place in Sweden. An important property of any such index is that it allows for comparisons across customers, firms, and industries. A number of propositions are forwarded regarding potentially systematic differences in satisfaction across people and products. © 1991.
引用
收藏
页码：267 / 286
页数：20
相关论文
共 59 条
[1]   DIMENSIONS OF CONSUMER EXPERTISE [J].
ALBA, JW ;
HUTCHINSON, JW .
JOURNAL OF CONSUMER RESEARCH, 1987, 13 (04) :411-454
[2]  
Allen RGD, 1934, ECONOMICA-NEW SER, V1, P196
[3]   ASSESSMENT OF COVARIATION BY HUMANS AND ANIMALS - THE JOINT INFLUENCE OF PRIOR EXPECTATIONS AND CURRENT SITUATIONAL INFORMATION [J].
ALLOY, LB ;
TABACHNIK, N .
PSYCHOLOGICAL REVIEW, 1984, 91 (01) :112-149
[4]   CONSUMER DISSATISFACTION - EFFECT OF DISCONFIRMED EXPECTANCY ON PERCEIVED PRODUCT PERFORMANCE [J].
ANDERSON, RE .
JOURNAL OF MARKETING RESEARCH, 1973, 10 (01) :38-44
[5]  
[Anonymous], 1913, EC J
[6]  
[Anonymous], 1802, THEORY LEGISLATION
[7]   ON THE FORMATION OF INFLATIONARY EXPECTATIONS - SOME EMPIRICAL-EVIDENCE FROM FINLAND, 1979-1980 [J].
BLOMQVIST, HC .
JOURNAL OF ECONOMIC PSYCHOLOGY, 1983, 4 (04) :319-334
[8]  
Boring E.G., 1929, HIST EXPT PSYCHOL
[9]   AN INVESTIGATION INTO THE DETERMINANTS OF CUSTOMER SATISFACTION [J].
CHURCHILL, GA ;
SURPRENANT, C .
JOURNAL OF MARKETING RESEARCH, 1982, 19 (04) :491-504
[10]   EXPERIMENTAL COMPARISON OF INDIVIDUAL BEHAVIOR UNDER RISK AND UNDER UNCERTAINTY FOR GAINS AND FOR LOSSES [J].
COHEN, M ;
JAFFRAY, JY ;
SAID, T .
ORGANIZATIONAL BEHAVIOR AND HUMAN DECISION PROCESSES, 1987, 39 (01) :1-22
123456