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The role of customer service in determining customer satisfaction

The role of customer service in determining customer satisfaction Abstract Most consumer satisfaction/dissatisfaction research is focussed either on identifying product classes and personal/usage characteristics associated with dissatisfaction, or is focussed on modelling the psychological processes underlying the phenomenon. Most retailers, on the other hand, focus only on handling customer complaints. This paper focuses on retailer controllable sources of customer dissatisfaction. Findings from a large scale Canadian survey of 982 cases of recent automobile buyers show that while there are some differences in the determinants of consumer satisfaction among four different car models, it is the dealer-related factors that exert the greatest effects. Specific implications are highlighted for the retailer’s attention and possible retail responses are discussed. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of the Academy of Marketing Science Springer Journals

The role of customer service in determining customer satisfaction

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References (44)

Publisher
Springer Journals
Copyright
1986 Academy of Marketing Science
ISSN
0092-0703
eISSN
1552-7824
DOI
10.1007/BF02722153
Publisher site
See Article on Publisher Site

Abstract

Abstract Most consumer satisfaction/dissatisfaction research is focussed either on identifying product classes and personal/usage characteristics associated with dissatisfaction, or is focussed on modelling the psychological processes underlying the phenomenon. Most retailers, on the other hand, focus only on handling customer complaints. This paper focuses on retailer controllable sources of customer dissatisfaction. Findings from a large scale Canadian survey of 982 cases of recent automobile buyers show that while there are some differences in the determinants of consumer satisfaction among four different car models, it is the dealer-related factors that exert the greatest effects. Specific implications are highlighted for the retailer’s attention and possible retail responses are discussed.

Journal

Journal of the Academy of Marketing ScienceSpringer Journals

Published: Jun 1, 1986

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