Beyond Customer Satisfaction: Are All Customers Equally Satisfied?

Autor:	Alexandra Simon Villar, Dalilis Escobar Rivera, Martí Casadesús Fa, Paulo Sampaio
Rok vydání:	2020
Předmět:	0502 economics and business 05 social sciences 050211 marketing Statistical analysis Customer satisfaction Marketing Psychology 050212 sport leisure & tourism
Zdroj:	Lecture Notes in Management and Industrial Engineering ISBN: 9783030445294
DOI:	10.1007/978-3-030-44530-0_34
Popis:	This paper analyzes group of customers as part of a study to measure delight in restoration experiences to find differences among satisfied customers, very satisfied customers, and delighted customers. The study has an exploratory character using the two-step cluster analysis, mean differences, and other descriptive statistical analysis. The study finds three groups of customers with different satisfaction states influenced mainly by affective variables.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::7497051e746646f9750c8766d6b5f560 https://doi.org/10.1007/978-3-030-44530-0_34 Zobrazit plný text záznamu