Research papers customer satisfaction

Thales Teixeira discusses his research on the second wave of Internet disruption. Open for comment; 8 Comment s posted. Companies offering top-drawer customer service might have a nasty surprise awaiting them when a new competitor comes to town.

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Their best customers might be the first to defect. Buell, Dennis Campbell, and Frances X. Key concepts include: Companies that offer high levels of customer service can't expect too much loyalty if a new competitor offers even better service.

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High-end businesses must avoid complacency and continue to proactively increase relative service levels when they're faced with even the potential threat of increased service competition. Even though high-end customers can be fickle, a company that sustains a superior service position in its local market can attract and retain customers who are more valuable over time.

Firms rated lower in service quality are more or less immune from the high-end challenger.

High customer satisfaction generates greater returns

Closed for comment; 24 Comment s posted. For retailers offering deals through the wildly popular online start-up Groupon, does the one-day publicity compensate for the deep hit to profit margins? A new working paper, "To Groupon or Not to Groupon," sets out to help small businesses decide.

Harvard Business School professor Benjamin G. Edelman discusses the paper's findings. Key concepts include: Discount vouchers provide price discrimination, letting merchants attract consumers who would not ordinarily patronize their business without a major price incentive. These vouchers also benefit merchants through advertising, simply by informing consumers of a merchant's existence via e-mail.

For some merchants, the benefits of offering discount vouchers are sharply reduced if individual customers buy multiple vouchers. As a marketing tool, discount vouchers are likely to be most effective for businesses that are relatively unknown and have low marginal costs. Closed for comment; 59 Comment s posted.

Customer Satisfaction: The Ultimate Guide

The below diagram gives an introductory overview of the basic approach for evaluation of customer satisfaction. One can identify from the preceding diagram that customer satisfaction is divided between objective and subjective evaluation. Objective procedures are based on the view of objective indicators, i. It is assumed that the subjective perception of the customer cannot affect the result. However, the measurement of these values to identify the satisfaction of current customers is insufficient, because they are exposed to different competitive forces in the market, which could mask true customer satisfaction.

In addition the necessary data e. Contrary to the objective methods, subjective procedures for the measurement of customer satisfaction gather personal individual psychological circumstances and the associated behaviors.

The satisfaction level is mainly measured by questioning consumers and salesmen. Thereby no directly observable values are determined, other than the satisfaction indicated in the response. In principle two procedures can be differentiated represented as in the illustration seven : It concerns on the one hand the characteristic-supported procedures, and on the other hand around the event-oriented procedures, in that the supplier-customer interaction is divided into individual episodes. The event-oriented procedures are characterized by the fact that the satisfaction felt by the consumer is based on the perception and psychological processing of concrete events during a transaction.

One of the most important is the Critical Incident Technique, which is suitable particularly in the services sector as an instrument for the determination of customer expectations and problems. In principle the technique applicable with production enterprises on the assumption that satisfaction is produced not only by the products and services of an enterprise, but also by the entire transaction process between supplier and customer. This procedure is characterized by verbal questioning of standardized questions to critical events of the business relationship. Critical events are characterized as incidents, which the customer keeps in mind both as unusually negative or unusually positive perceptions.

The analyzing of certain events of the customer relationship can be helpful by resulting in an increase of efficiency of the enterprise. However, such methods are unsuitable for a global measurement of the customer satisfaction. Only the characteristic-supported procedures can provide a global measurement of the customer satisfaction, which we will focus on now. Effects of customer satisfaction on the company's sales success Intermediate Diploma Thesis, 24 Pages, Grade: 1,7 A-. A D Andreas Deptolla Author. Add to cart.

How to Increase Customer Satisfaction and Sales

Table of contents: List of abbreviations: 1 Objective 1. As requested by XY, the author will not use any other company names to protect the data privacy. Altogether there are at least five main reasons that profits are linked to customer satisfaction: 2. Sign in to write a comment. Read the ebook.

Mathematics - Statistics Customer Satisfaction Survey. Satisfied customers are most likely to share their experiences with other people to the order of perhaps five or six people. Equally well, dissatisfied customers are more likely to tell another ten people of their unfortunate experience. Research has demonstrated that even a difference between a totally satisfied customer and a somewhat satisfied customer could lead to an increased revenue contribution of a factor 2. Quite often fundamental causal modelled interdependencies among B2B customer satisfaction processes are lacking.

Instantly this makes it difficult to point out the antecedents and relationships of customer satisfaction. Estimation of the extent of customer satisfaction is habitually based on the collective interpretation of customer complaints handled as administrated and individual interpretation of faceface meetings between employees and customers. For that reason statistical confidence, accuracy and representativeness easily lack quantitative significance and lead to unreliable quantitative trend analyses.

A lack of customer satisfaction modelling and the nonexistence of a well-defined questionnaire could have a negative effect on the development of sustainable and recurring business. For that reason organisations could definitively take advantage of a proven systematic customer satisfaction process.

Why Measure Customer Satisfaction?

The challenge for organisations is to implement and secure a standardized customer satisfaction process across their class of markets and geographic markets countries. Ultimately it will lead to more loyal customers and more profitable business. My literature study has delivered an extensive source of customer satisfaction knowledge. I have chosen for a qualitative empirical research study taken from a singular desk research angle which incorporates a study of academic papers, thesis and dissertations in customer satisfaction and customer satisfaction models.

My literature research exposed four general characteristics of customer satisfaction involving features or qualities related to customer satisfaction serving to identify this phenomenon among other customer relationship management propositions;.