A Utility based approach for customer satisfaction modelling | Macquarie University ResearchOnline

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Please use this identifier to cite or link to this item: http://hdl.handle.net/1959.14/94266

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Title: A Utility based approach for customer satisfaction modelling
Related: Australian and New Zealand Marketing Academy Conference (29 November - 1 December 2004 : Wellington, New Zealand)
Related: ANZMAC 2004 : proceedings : marketing accountabilities and responsibilities, p.1-7
Related: http://smib.vuw.ac.nz:8081/WWW/ANZMAC2004/CDsite/papers/Korkofi1.PDF
Publisher: Wellington, NZ : ANZMAC
Date: 2004
FoR/RFCD Code(s): 150500 Marketing
Author/Creator: Korkofingas, Con
Description: In recent years there has been disenchantment with the performance and relevance of structural equation based customer satisfaction models in applied business contexts. There are many flaws that inhibit the effectiveness of a framework built around a structural equation CSD model. This paper proposes an alternative expected utility framework which overcomes many of the weaknesses and provides a possible relevant solution. Practical application of the customer satisfaction enhanced expected utility framework requires a specifically designed two stage stated choice experiment.
Description: 7 page(s)
Subject Keyword: 150500 Marketing
Resource Type: conference paper
Organisation: Macquarie University. Dept. of Business

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