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Journal of the Academy of Marketing Science
Erschienen in: Journal of the Academy of Marketing Science 6/2011

01.12.2011 | Original Empirical Research

How does product program innovativeness affect customer satisfaction? A comparison of goods and services

verfasst von: Ruth Maria Stock

Erschienen in: Journal of the Academy of Marketing Science | Ausgabe 6/2011

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Abstract

This article attempts to provide deeper insights into the link between the innovativeness of a company’s offered goods/services and customer satisfaction. This study proposes an inverted U-shaped relationship between the innovativeness of the offered goods and customer satisfaction. For the innovativeness of services, information economics and services marketing literature indicate an inverted S-shaped relationship. Two separate studies conducted for goods and services confirm the proposed nonmonotonic effects of the investigated relationships. Both studies use dyadic data from marketing managers to assess innovativeness and from customers to indicate customer satisfaction.
Vorheriger Artikel When does salespeople’s customer orientation lead to customer loyalty? The differential effects of relational and functional customer orientation
Nächster Artikel The impact of customer satisfaction on CEO bonuses

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Metadaten
Titel
How does product program innovativeness affect customer satisfaction? A comparison of goods and services
verfasst von
Ruth Maria Stock
Publikationsdatum
01.12.2011
Verlag
Springer US
Erschienen in
Journal of the Academy of Marketing Science / Ausgabe 6/2011
Print ISSN: 0092-0703
Elektronische ISSN: 1552-7824
DOI
https://doi.org/10.1007/s11747-010-0215-4

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