Disentangling satisfaction of tenants on science parks: A multiple case study in Belgium
Laura Lecluyse and
Technovation, 2020, vol. 98, issue C
While science parks represent one of the most important policy initiatives to stimulate firm development and growth, their contributions are still highly debated. This paper takes a novel customer-oriented approach to disentangle the contributions science parks provide to their tenants. Particularly, we qualitatively explore when and how science park tenants reach customer satisfaction and how tenants cope with low levels of satisfaction. Our study finds that reaching customer satisfaction is contingent on tenantsâ€™ expectations, perceived service quality, and pre-entry achievements. We further disentangle coping strategies used by tenants when they are confronted with low levels of satisfaction. Our study provides important theoretical contributions to the organizational sponsorship literature by adding new insights from social psychology and holds valuable practical and policy implications.
Keywords: Science parks; Organizational sponsorship; Customer satisfaction; Disconfirmation theory; Cognitive dissonance theory (search for similar items in EconPapers)
References: View references in EconPapers View complete reference list from CitEc
Citations: Track citations by RSS feed
Downloads: (external link)
Full text for ScienceDirect subscribers only
This item may be available elsewhere in EconPapers: Search for items with the same title.
Export reference: BibTeX
RIS (EndNote, ProCite, RefMan)
Persistent link: https://EconPapers.repec.org/RePEc:eee:techno:v:98:y:2020:i:c:s0166497220300377
Access Statistics for this article
Technovation is currently edited by Jonathan Linton
More articles in Technovation from Elsevier
Bibliographic data for series maintained by Catherine Liu ().