Organisational Perception of Customer Satisfaction: Theories and Evidence

Humphry Hung and Y. H. Wong

The Service Industries Journal, 2007, vol. 27, issue 4, 495-507

Abstract: Do managers in service organisations believe that the struggle matters more than the triumph? This paper proposes a model of organisational perception of customer satisfaction which posits that, given a lack of first-hand information on customer responses, organisations tend to adopt a process-based approach of evaluating the level of satisfaction of their customers. This evaluation process depends not on the assessment of actual outcomes such as sales revenue and customer complaints, but instead on the organisational efforts involved in satisfying the needs of customers. The propositions are tested by surveying 150 e-banking service providers and the data supports the hypotheses.

Date: 2007
References: View complete reference list from CitEc
Citations:

Downloads: (external link)
http://hdl.handle.net/10.1080/02642060701346540 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:27:y:2007:i:4:p:495-507

Ordering information: This journal article can be ordered from
http://www.tandfonline.com/pricing/journal/FSIJ20

DOI: 10.1080/02642060701346540

Access Statistics for this article

The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

More articles in The Service Industries Journal from Taylor & Francis Journals
Bibliographic data for series maintained by Chris Longhurst ().