The American Customer Satisfaction Index (ACSI) is a new type of market-based performance measure for firms, industries, economic sectors, and national economies. authors discuss the nature purpose ACSI explain theory underlying model, nation-wide survey methodology used to collect data, econometric approach employed estimate indices. They also illustrate use in conducting benchmarking studies, both cross-sectionally over time. find customer satisfaction be greater goods than services and,...

The American Customer Satisfaction Index (ACSI) is a new type of market-based performance measure for firms, industries, economic sectors, and national economies. authors discuss the nature purpose ACSI explain theory underlying model, nation-wide survey methodology used to collect data, econometric approach employed estimate indices. They also illustrate use in conducting benchmarking studies, both cross-sectionally over time. find customer satisfaction be greater goods than services and,...

In a study of telecommunications services, the authors examine effects customer satisfaction, affective commitment, and calculative commitment on retention. The further examines potential for situational reactional trigger conditions to moderate satisfaction–retention relationship. results support consistent prior churn Prior also moderates have implications both relationship managers researchers who use satisfaction surveys predict behavior.

The drivers of customer loyalty intentions are dynamic. What remains unclear is how these evolve through the introduction and growth phases a life cycle. Using longitudinal study cellular phone customers, authors demonstrate that function perceived value early in Over time, more affective attitudes toward brand relationship with company come to mediate effects on intentions. results suggest from stage cycle, managers must adapt improving per se measuring managing relationships brands directly.

We draw on eight different lab and field samples to delineate the effects of expressed humility several important organizational outcomes, including performance, satisfaction, learning goal orientation, engagement, turnover. first review literatures define construct humility, discuss its implications in social interactions, distinguish from related constructs. Using five samples, Study 1 develops validates an observer-report measure humility. 2 examines strength predictions individual...

This article develops and tests alternative models of market-level expectations, perceived product performance, customer satisfaction. Market performance expectations are argued to be largely rational in nature yet adaptive changing market conditions. Customer satisfaction is conceptualized as a cumulative construct that affected by perceptions any given period past from period. An empirical study supports stable using data the Swedish Satisfaction Barometer reported.

Management of an entire portfolio customers who are at different relationship stages requires a dynamic theory exchange relationships that captures the trade-offs between scale economies and lifetime customer value. This article contributes to understanding management by developing typology mechanisms model dynamics simulating provide guidelines for management. An important insight from research is key creation value through closer lies in bringing weaker into first place. Another firms...

Perceived equity is a key psychological reaction to the value that service company provides. Yet research has focused on customer’s satisfaction with relatively well-defined episodes or transactions. The authors argue and show plays very different role in affecting customer loyalty as one moves from transaction-specific cumulative evaluations. Whereas an important driver of satisfaction, more postsatisfaction evaluation when modeling satisfaction. also demonstrates superiority evaluations...

This article presents a longitudinal examination of antecedents and outcomes work-to-family conflict. A total 106 employees participating in an experience-sampling study were asked to respond daily surveys both at work home, their spouses interviewed via telephone for period 2 weeks. Intraindividual analyses revealed that employees' perceptions workload predicted conflict over time, even when controlling the number hours spent work. Workload also influenced affect work, which turn home....

Research on consumer choice has focused easily comparable alternatives, a subset of the choices consumers regularly face. This paper outlines problem and two general strategies for comparing noncomparable that been overlooked in literature. Experiments are reported support use strategies.

Abstract Focusing on interpersonal conflict as a work stressor, the authors used within‐subjects research design to examine effect of episodes employees' negative affect job. The roles agreeableness and social support in moderating effects were also examined. A two‐week experience‐sampling study revealed that influenced intraindividual fluctuations affect. As predicted, individuals' patterns affective responses conflict, such was more strongly associated with for agreeable employees, those...

The paper uses data from the Swedish Customer Satisfaction Index together with performance competing industries to study difference in logic terms of customer satisfaction and loyalty between services products. We find that for product firms can have a negative effect on company performance, while service is positive. implication must earn their but lower prices thus retain customers.

Although there is a growing literature on organizational identification, relatively little research has investigated other possible targets of identification. In sample veterinarians working in wide range organizations, the authors compared their identification with veterinary profession, organization, and workgroup. The found different patterns across these depending whether individual (a) worked medicine or nonveterinary organization (b) was an owner/partner associate. Owners organizations...

To examine social interdependence theory dynamically, we develop a of structural adaptation based on "asymmetric adaptability." We suggest that it is more difficult for teams to shift from competitive cooperative reward structures than structures. show switch demonstrate "cutthroat cooperation." In their performance, marked by lower team decision accuracy and higher speed, they resemble teams. Information sharing, also cutthroat cooperation other teams, partially mediates the relationship...

Determining the importance that customers place on product and service attributes drive their satisfaction with, loyalty to, providers is an essential part of a firm’s resource allocation process. An unsettled issue whether measures should come directly from or be derived statistically and, if so, how. The authors compare direct ratings with variety methods for deriving attribute in customer model. Using three data sets, are compared criteria include ability to explain variation...

Purpose The purpose of this paper is to develop and test a comprehensive model customer trust in retail service setting. Three levels the customer‐to‐store relationship are simultaneously taken into account: sales associates, store branded products, itself. Design/methodology/approach Using partial least square (PLS) on sample 393 customers an Italian supermarket retailer, linking (in store, products associates) overall perceived value loyalty intentions behaviors tested. Subsequently...

Attribution theory argues that people assess the locus of causality achievement-relevant events as either internal or external. Given frequency interpersonal interactions in organizations, we posit a third category—relational attributions—may be used. Drawing on relational perspectives, lay conceptual foundation and develop dyadic attributions, proposing their antecedents linking them to relationship-focused behaviors, which influence quality links within organizations.

Summary Individuals often identify with groups in order to either reduce perceived uncertainty or feel better about who they are as individuals. This suggests that cognitive and affective identification two distinctive forms of social organizational settings. Because neurotic individuals highly motivated uncertainty, will tend cognitively groups. Extraverted individuals, on the other hand, enhance how themselves thus affectively Across three studies, we develop measures then show neuroticism...