(PDF) Consumer Satisfaction Theories: A Critical Review
2008年1月1日 · most promising theoretical framework for the assessment of customer satisfaction. The model implies that consumers purchase goods and servi ces with pre-purchase ex pectations about the
(PDF) A Review of Feedback Models and Theories: Descriptions ...
2021年12月31日 · Our aim with this review was to describe the most prominent models and theories, identified using a systematic, three-step approach. We selected 14 publications and described definitions, models,...
Measuring Customer Feedback, Response and Satisfaction
2016年12月31日 · PDF | This paper reviews various different questionnaires designed to measure customer response to a particular service. They differ on various criteria... | Find, read and cite all the...
Consumer Satisfaction Theories: A Critical Review - Academia.edu
Following the introduction of the EDP, Westbrook & Reilly (1983) proposed the Value-Precept theory as a competing framework to study consumer satisfaction, arguing that what is expected from a product may not correspond to what is desired and valued in a product, and thus, values may be better comparative standards as opposed to expectations use...
Customer satisfaction is an ambiguous, abstract and confusing concept. Customer satisfaction refers to the extent to which customers are happy and delighted with the products and services provided by a business.
By comparing and contrasting Front-Line Employees’ (FLEs) and customers’ perspectives, this study aims to develop a deeper understanding of the main elements, characteristics of PCF, its various impacts, and the perceived importance of this phenomenon for both parties.
oyal to the company ensuring long-lasting profitable relationships. The main purpose of the thesis was to investigate the concept of customer satisfaction and identify the current level of satis. action among external customers of restaurant Classic Pizza Saimaa. Thus, study was aimed to expand the feedback system of the restaurant.
The classification of online consumer reviews: A systematic …
2021年10月1日 · Recent surveys conducted worldwide show that 91% of shoppers trusted reviews as much as personal recommendations (BrightLocal, 2018) and expected a significant number of reviews (an average of 112) when viewing a product online (Clement, 2019).
Customer experience: a systematic literature review and …
2020年2月15日 · This systematic literature review found 42 studies that used as many as 22 theoretical perspectives to build their notion of customer experience. Remaining 57 articles did not highlight any theoretical perspective to investigate the customer experience concept.
Theoretical rigor of customer experience scales: a systematic review …
Addressing this issue, this article conducts a systematic review to inventorize key CX scales and assess their theoretical rigor, with a focus on the identification of potential scale-related drawbacks or risks.