DocumentCode :
2451788
Title :
Paradigm Shift of Customer Satisfaction Studies in Service Research: A Meta-analytical Review of the Antecedents of Service Satisfaction
Author :
Zheng, Qiuying ; Yao, Tang ; Mu, Lin ; Cao, Huarui
Author_Institution :
Sch. of Manage., Beijing Univ. of Chinese Med., Beijing, China
fYear :
2012
fDate :
24-26 May 2012
Firstpage :
134
Lastpage :
137
Abstract :
Conceptual literature review and empirical generalization by using meta-analysis method are done to get a whole picture of service satisfaction antecedent studies. It is found that three main paradigms, including expectation disconfirmation, service quality and service value are used to explain the antecedents of customer satisfaction in service research history. A paradigm shift can be seen along these three paradigms, and the domain of service satisfaction antecedents is found to be expanding gradually. However, meta-analysis results show that disconfirmation, the most parsimonious paradigm, achieves the strongest relationship strength with customer satisfaction in service industries. Therefore, disconfirmation paradigm is recommended to measure or monitor customer satisfaction, whereas service quality paradigm and service are recommended when service providers want to improve customer satisfaction since they need to know from which concrete aspects, satisfaction can be enhanced.
Keywords :
customer satisfaction; customer satisfaction; expectation disconfirmation paradigm; meta-analysis method; paradigm shift; service provider; service quality paradigm; service research; service satisfaction antecedent studies; service value paradigm; Availability; Concrete; Correlation; Customer satisfaction; Economics; Educational institutions; disconfirmation; meta-analysis; satisfaction; service quality; service value;
fLanguage :
English
Publisher :
ieee
Conference_Titel :
Service Sciences (IJCSS), 2012 International Joint Conference on
Conference_Location :
Shanghai
Print_ISBN :
978-1-4673-1992-8
Type :
conf
DOI :
10.1109/IJCSS.2012.58
Filename :
6227810
Link To Document :
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