The service quality-satisfaction link revisited: exploring asymmetries and dynamics

This study provides deeper insight in the link between service quality and customer satisfaction. The traditional assumption of a linear relationship is challenged by exploring asymmetries and dynamics. The simultaneous influence of service quality and customer experience on satisfaction is examined...

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Bibliographic Details
Published in:	Journal of the Academy of Marketing Science 2010-06, Vol.38 (3), p.288-302
Main Authors:	Falk, Tomas, Hammerschmidt, Maik, Schepers, Jeroen J. L.
Format:	Article
Language:	eng
Subjects:	Analysis Business and Management Customer satisfaction Customer services Management Marketing Original Empirical Research Quality of service Social Sciences Structural equation modeling Studies
Online Access:	Get full text
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Summary:	This study provides deeper insight in the link between service quality and customer satisfaction. The traditional assumption of a linear relationship is challenged by exploring asymmetries and dynamics. The simultaneous influence of service quality and customer experience on satisfaction is examined by means of nonlinear structural equation modeling. Results show that functional-utilitarian quality attributes (availability, efficiency, fulfillment, and privacy) lose their capability to delight customers as the customer relationship matures. In contrast, hedonic quality attributes (design, enjoyment, and image) only exhibit an increasing effect on satisfaction for more experienced customers. These insights are vital for service managers as they help to improve the efficiency of quality investments.
ISSN:	0092-0703 1552-7824