Title :
Assessing Competitive Advantage Based on Customer Satisfaction and Customer Value
Author :
Jinsong Huang ; Chenyang Zhou ; Weiwei Han
Author_Institution :
Sch. of Econ. & Manage., Beihang Univ., Beijing, China
Abstract :
Few researchers conducted empirical study on assessing competitive advantage in previous studies. In this paper, we try to establish an evaluation model of competitive advantage based on customer satisfaction and customer value. Then we conducted a survey of 37 durables manufacturers and 9250 samples in China to calculate the model. The results show that customer value exerts significant effect on competitive advantage, and the differentiation is the main source of competitive advantage in China.
Keywords :
competitive intelligence; customer satisfaction; manufacturing industries; China; competitive advantage; customer satisfaction; customer value; evaluation model; Computational modeling; Customer satisfaction; Educational institutions; Equations; Industries; Mathematical model; Reliability; competitive advantage; customer satisfaction; customer value; partial least squares; structural equation model;
Conference_Titel :
Service Systems and Service Management (ICSSSM), 2013 10th International Conference on
Conference_Location :
Hong Kong
Print_ISBN :
978-1-4673-4434-0
DOI :
10.1109/ICSSSM.2013.6602629
