• DocumentCode
    1668251
  • Title

    The Asymmetrical Relationship between Attribute Performance and Overall Customer Satisfaction: An Empirical Study in China

  • Author

    Xin-yan, Liu ; Zhi, Yang

  • Author_Institution
    Zhongnan Univ. of Finance & Law, Hubei
  • Volume
    1
  • fYear
    2006
  • Firstpage
    104
  • Lastpage
    109
  • Abstract
    The traditional view depicts the relationship between attribute-level performance and overall customer satisfaction as symmetric. The author theoretically and empirically investigates the asymmetrical nature of the relationship employing the data from retailing industry in China. The managerial implications of the analysis results are presented at the end of the paper
  • Keywords
    customer satisfaction; retailing; China; asymmetrical relationship; attribute-level performance; customer satisfaction; retailing industry; Customer satisfaction; Finance; Industrial relations; Psychology; Resource management; Testing; asymmetrical; attribute performance; empirical study; overall customer satisfaction;
  • fLanguage
    English
  • Publisher
    ieee
  • Conference_Titel
    Service Systems and Service Management, 2006 International Conference on
  • Conference_Location
    Troyes
  • Print_ISBN
    1-4244-0450-9
  • Electronic_ISBN
    1-4244-0451-7
  • Type

    conf

  • DOI
    10.1109/ICSSSM.2006.320596
  • Filename
    4114416
    • Link To Document
    https://search.isc.ac/dl/search/defaultta.aspx?DTC=49&DC=1668251