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Erschienen in:
2015 | OriginalPaper | Buchkapitel
Modeling Customer Satisfaction in Business Markets: Some Basic Issues Revisited
verfasst von : Parimal S. Bhagat
Erschienen in: Proceedings of the 1998 Academy of Marketing Science (AMS) Annual Conference
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The purpose of this paper is to revisit some of the basic assumptions and issues which are currently accepted in marketing literature on customer satisfaction. The intention of doing this is to raise issues which may or may not have been considered in the early stages of the development of this paradigm. Further, not all paradigms or approaches to model customer satisfaction are being considered. The paradigm forming the basis of this discussion is Oliver’s (1980) model and a related model of Cadotte et al. (1987). Other related constructs such as Source Loyalty (Wind 1970) and Customer Franchise (Parasuraman, Berry and Zeithaml 1991) are also considered.