Market structure, market strategy and customer satisfaction

TY - GEN

T1 - Market structure, market strategy and customer satisfaction

AU - Eskildsen, Jacob Kjær

AU - Kristensen, Kai

AU - Steensen, Elmer Fly

PY - 2007

Y1 - 2007

N2 - The popularity of customer satisfaction measurements has grown considerably over the last few years but we know very little about how the structure of the individual markets with respect to the transparency of products and services as well as how consumer preferences affect customer satisfaction. Here a total of 14540 customers have evaluated their preferred supplier with respect to banking, property insurance, supermarkets and mobile telecom. The analysis shows that market structure has a profound effect on customer satisfaction measurements and that this effect differs from industry to industry. The paper concludes with an evaluation of the implications of the findings in relation to the use of results from customer satisfaction studies.

AB - The popularity of customer satisfaction measurements has grown considerably over the last few years but we know very little about how the structure of the individual markets with respect to the transparency of products and services as well as how consumer preferences affect customer satisfaction. Here a total of 14540 customers have evaluated their preferred supplier with respect to banking, property insurance, supermarkets and mobile telecom. The analysis shows that market structure has a profound effect on customer satisfaction measurements and that this effect differs from industry to industry. The paper concludes with an evaluation of the implications of the findings in relation to the use of results from customer satisfaction studies.

M3 - Article in proceedings

SP - 163

EP - 184

BT - Ikke angivet

PB - University of Versailles Saint-Quentin-En-Yvelines

T2 - 6th MAAOE International Conference: New Perspectives on the Theories and Practices of Organizational Excellence

Y2 - 19 June 2007 through 22 June 2007

ER -