Title :
The Asymmetrical Relationship between Attribute Performance and Overall Customer Satisfaction: An Empirical Study in China
Author :
Xin-yan, Liu ; Zhi, Yang
Author_Institution :
Zhongnan Univ. of Finance & Law, Hubei
Abstract :
The traditional view depicts the relationship between attribute-level performance and overall customer satisfaction as symmetric. The author theoretically and empirically investigates the asymmetrical nature of the relationship employing the data from retailing industry in China. The managerial implications of the analysis results are presented at the end of the paper
Keywords :
customer satisfaction; retailing; China; asymmetrical relationship; attribute-level performance; customer satisfaction; retailing industry; Customer satisfaction; Finance; Industrial relations; Psychology; Resource management; Testing; asymmetrical; attribute performance; empirical study; overall customer satisfaction;
Conference_Titel :
Service Systems and Service Management, 2006 International Conference on
Conference_Location :
Troyes
Print_ISBN :
1-4244-0450-9
Electronic_ISBN :
1-4244-0451-7
DOI :
10.1109/ICSSSM.2006.320596
