Customer satisfaction measurement: comparing four methods of attribute categorisations

Boris Bartikowski and Sylvie Llosa (sylvie.llosa@iae-aix.com)
Additional contact information
Boris Bartikowski: Euromed Marseille - École de management - Association Euromed Management - Marseille
Sylvie Llosa: CEROG - Centre d'Etudes et de Recherche sur les Organisations et la Gestion - Université Paul Cézanne - Aix-Marseille 3

Post-Print from HAL

Abstract: The issue of how to weight and categorise service attributes has attracted great attention from academics as well as practitioners. The application of an inappropriate method could lead to misleading interpretations and useless or costly actions. We first review several streams of literature concerning the theoretical background of attribute categorisations in relation to customer satisfaction. We then identify four methods that have been developed to categorise attributes into four classes. In the next step we apply these methods in an empirical study. Criteria for distinguishing the considered approaches conceptually and methodologically are proposed, and implications for future research are discussed.

Date: 2004-07
Note: View the original document on HAL open archive server: https://amu.hal.science/hal-01822828
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (17)

Published in Service Industries Journal, 2004, 24 (4), pp.67 - 82. ⟨10.1080/0264206042000275190⟩

Downloads: (external link)
https://amu.hal.science/hal-01822828/document (application/pdf)

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:hal:journl:hal-01822828

DOI: 10.1080/0264206042000275190

Access Statistics for this paper

More papers in Post-Print from HAL
Bibliographic data for series maintained by CCSD (hal@ccsd.cnrs.fr).