TAILIEUCHUNG - Customer Satisfaction Across Organizational Units

Many studies have related overall satisfaction with some product or service to satisfaction with specific aspects of the product or service (Oliver 1980, 1993; Parsuraman, Berry, and Zeithaml 1988, 1991; Anderson and Sullivan 1993; Garbarino and Johnson 1999; DeWulf, Odekerken-Schröder, and Iacobucci 2001). Customers may explain their satisfaction with a product or service in terms of specific aspects such as the product attributes, price, customer service, or a combination of these various features. The objective of such studies is to understand how specific types of customer satisfaction affect overall satisfaction, usually by examining the slopes from a regression analysis. This. | Customer Satisfaction Across Organizational Units by Edward C. Malthouse James L. Oakley Bobby J. Calder Dawn Iacobucci July 2003 Authors Note Edward C. Malthouse is an Associate Professor Integrated Marketing Communications Medill School of Journalism Northwestern University. James L. Oakley is an Assistant Professor of Management Krannert School of Management Purdue University. Bobby J. Calder is the Charles H. Kellstadt Distinguished Professor of Marketing Kellogg School of Management Northwestern University. Dawn Iacobucci is Professor of Marketing Kellogg School of Management Northwestern University. The authors would like to thank the Media Management Center at Northwestern University for financial support and assistance and Solucient for allowing us to use their Healthplus survey data. Direct all correspondence to Edward C. Malthouse Integrated Marketing Communications Northwestern University 1845 Sheridan Road Evanston IL 60208-2175 phone 847-467-3376 fax 847-491-5925 email ecm@. 1 Customer Satisfaction Across Organizational Units Abstract This paper examines customer satisfaction models for assessing the relationship of overall satisfaction with a product or service and satisfaction with specific aspects of the product or service for organizations having multiple units or subunits. These units could be stores markets dealers divisions etc. We suggest a methodology for studying whether the drivers of overall satisfaction vary across such units. For cases where the drivers do vary across subunits we show how additional variables can be included in a model to account for the variation. We illustrate this approach by studying customer satisfaction in the newspaper and healthcare industries. We use Generalizability theory can be used to evaluate the reliability of scales from multi-stage cluster sample designs. It is argued that the approach has important implications for both theory and practice. 2 Introduction Many studies have related overall

• Marketing - Bán hàng
• Customer Satisfaction
• Measuring Customer Satisfaction
• Subsegments
• Heterogeneity
• Empirical Evaluation
• Newspaper Satisfaction
• Determinants of customer satisfaction in commercial banks
• Customer satisfaction in commercial banks
• Structural Equation Modelling
• Four factors influencing customer satisfaction
• Managerial implications to enhance customer satisfaction
• Marketing mix
• Service quality
• Models of customer satisfaction
• Determinants of customer satisfaction
• Marketing strategy
• The effect of employees’ customer orientation
• Customer loyalty through the mediating role of customer satisfaction
• Customer loyalty through the mediating role of service quality
• The United Arab Emirates
• Dubai Primary Healthcare Services
• Micro banking image
• Customer satisfaction as a mediation between micro banking image
• Customer relationship and customer loyalty
• Micro enterprises lies
• Con sumer loyalty
• Summary of PhD thesis
• Researching into the level
• Life insurance companies
• Set of criteria for satisfaction evaluation
• Improve customer satisfaction
• Customer loyalty
• Relationship between service quality
• Price perception
• Tạp chí khoa học
• Mobile telecommunication service
• Customer value
• Customer service in retail banking
• Retail banking customer satisfaction
• Quality service in retail banking
• Retail banking in Vietnam
• Supply chain management
• Damco supply chain management service
• Definition of customer satisfaction
• Customer satisfaction and customer loyalty
• Upgradation of the local economy
• Level of satisfaction
• Dimensions of service quality
• Proliferation of information
• Perceived quality and perceived value on customer satisfaction
• Perceived quality on customer satisfaction
• Structural Equation Method
• Put perceived value
• The generalization of the findings
• Service quality on customer satisfaction in fitness firms
• Customer satisfaction in fitness firms
• The conceptualized relationship model
• The steady state matrix apparent
• Gain competitive advantage
• STASTISTICA 10
• Vietnam restaurants
• Impact on customer satisfaction
• Helping businesses understand customers
• Online shopping
• Lazada’s customer satisfaction
• E commerce
• Internal service quality
• External service quality
• Employee satisfaction
• Hotel services
• Tourist accommodation establishments
• Customer Group
• Focus Groups
• Using A Mail Survey
• Using A Telephone Survey
• Relationship among e banking service quality
• E banking sector in Vietnam
• Telecommunication industry of Laos
• Telecommunication companies
• Islamic Banks in Palestine
• Structural equation modeling
• Role of PAKSERV model
• Banking industry of Palestine
• Customer satisfaction and loyalty
• Customer Relationship Management
• High positive correlation
• Concept of Direct Marketing
• Relationship centric marketing
• Customer satisfaction with online
• Group buying services
• The success of any business
• Online group buying
• Importance of customer satisfaction
• Help of quantitative research
• Basic of customer satisfaction
• GDP of Indian economy
• Service Quality & Potential Customers
• Customer's satisfaction
• Customer’s satisfaction on service quality
• Service quality gap model
• Report on customer satisfaction
• Construction industry’s future challenges
• Information technology
• Quality plans checklist