Identification and Interpretation of the Importance of Customer Service Satisfaction Factors
Ładowanie...
Data
2012
Tytuł czasopisma
ISSN czasopisma
Tytuł tomu
Wydawca
Wyższa Szkoła Biznesu - National-Louis University
Abstrakt
Customer satisfaction is shaped by their experience over the whole supplier
- customer relation cycle, i.e., throughout a pre-transactional, transactional
and post-transactional phase, respectively. Customer service is the process that
unites all three phases. Therefore planning efficient customer service should be
based on the priorities which customers value most in the process and which have
the strongest impact on their satisfaction. The literature and practice indicate at
least two ways which allow one to establish customer-perceived significance of
market offerings’ attributes. However, each way leads to a different customer’s
reality and supports different managerial decisions. Understanding of those
alternative ways enables decision-makers to take more appropriate steps and
consequently achieve higher levels of customer satisfaction. In this article, we
attempt to uncover the implications of alternative procedures to identify customer
perceived importance of market offering aspects: stated importance and derived
importance. We verify our claims using the data from an exploratory study of
personal insulin pumps users.
Opis
Słowa kluczowe
derived importance, stated importance, customer service satisfaction, personal insulin pomp user
Cytowanie
Business and Non-Profit Organizations Facing Increase Competition and Growing Customers' Demands. Ed. by A. Nalepka, A. Ujwary-Gil. Nowy Sącz : WSB-NLU, cop. 2012. – S. 73-82