Tor Wallin Andreassen

The evolution and future of national customer satisfaction index models

A number of both national and international customer satisfaction barometers or indices have been introduced in the last decade. For the most part, these satisfaction indices are embedded within a system of cause and effect relationships or satisfaction model. Yet there has been little in the way of model development. Of critical importance to the validity and reliability of such indices is that the models and methods used to measure customer satisfaction and related constructs continue to learn, adapt and improve over time. The primary goal of this research is to propose and test a number of modifications and improvements to the national index models. Using survey data from the Norwegian Customer Satisfaction Barometer (NCSB), we find general support for the proposed modifications.

Antecedents to satisfaction with service recovery

Building on disconfirmation theory, equity theory and affect‐balance theory, considers antecedents to satisfaction with service recovery. A theoretical model is proposed and tested empirically based on a cross‐sectional national sample of 201 dissatisfied customers complaining of services. The results suggest that perceived performance of service recovery has an impact on equity. Second, disconfirmation of expectations of service recovery and perceived fairness of outcome of service recovery have an impact on satisfaction with service recovery. Finally, negative affect caused by the initial service failure does not have an impact on satisfaction with service recovery.

The Effect of Corporate Image in the Formation of Customer Loyalty

Based on theory from consumer behavior; cognitive psychology, and social cognitive psychology, this article explores the effect of corporate image in the formation of customer loyalty. Findings from the goods and service sector indicate that corporate image has a significant but indirect impact on customer loyalty. In conclusion, the authors claim that customer loyalty is driven both by disconfirmation of expectations and corporate image.

From Disgust to Delight Do Customers Hold a Grudge

This article investigates the effect that satisfaction with service recovery may have on complaining customers’ future intent and perception of, and attitude toward, the faltering service provider. The main findings indicate that service recovery has a positive impact on both dimensions. Somewhat surprisingly, companies’ current recovery efforts do not bring complaining customers back to par. On the other hand, excellent service recovery efforts as perceived by complaining customers only restore intent and image. Contrary to contemporary thinking, the latter challenges the existence of the service recovery paradox.

What Drives Customer Loyalty with Complaint Resolution

Even though customer satisfaction and loyalty have been studied at length, few if any studies have focused on antecedents to customer loyalty for dissatisfied complaining customers. In this article, a theoretical model focusing on negative affect, satisfaction with complaint resolution, and corporate image as antecedents to customer loyalty is proposed and tested empirically. First, satisfaction with complaint resolution has a positive impact on customer loyalty. Complaint resolution is thus an important element of the company’s customer retention strategy. Second, negative affect caused by the initial service failure has a negative impact on satisfaction with complaint resolution and customer loyalty. From this finding, one can imply that the customer starts the resolution process from a deficit. Finally, corporate image has a positive impact on customer loyalty. Thus, corporate image plays a role not only in attracting new customers but also in retaining existing dissatisfied customers.

Satisfaction, Loyalty and Reputation as Indicators of Customer Orientation in the Public Sector

With public services operating as monopolies, dissatisfied users cannot exit from the relation without changing patronage. Apart from exit from the region, voicing their dissatisfaction in order to influence the service offer becomes the only alternative. Industries and companies may be classified as customer oriented if they market differentiated products and services reflecting heterogeneous customer preferences. Customer satisfaction is influenced by expectations and perceived service quality. Degree of customer satisfaction and loyalty consequently becomes an indication of customer orientation. Reports on an empirical study of 100 business executives′ degree of satisfaction with local governments′ services in the capital of Norway. Loyalty, defined as willingness to maintain present location of business, is believed to be influenced by satisfaction. The results from the study confirm low satisfaction scores. However, support for positive correlation between satisfaction and loyalty was not found. Repu...

Electronic healthcare: a study of people's readiness and attitude toward performing self‐diagnosis

Purpose – The purpose of this paper is to examine the introduction of self‐service technology (SST) in health diagnosis as a means to reduce costs and improve quality in the health care sector – at the same time.Design/methodology/approach – A survey with an internet‐based medical self‐diagnosis application as the focal technology is conducted. The research hypotheses are tested by using a scenario and questionnaire approach, in which respondents prior to responding read a scenario.Findings – To test the hypotheses, structural equation modeling using LISREL was performed. It was found that the Technology Acceptance Model (TAM) for users, described according to the Technology Readiness Index (TRI) as pioneers, has a very good ability to predict future behavioral intent. TAM has an excellent capability to predict future behavioral intent of this new application in this new context, i.e. health care services.Research limitations/implications – The paper only tests TAM for a given population described as pion...

(Dis)satisfaction with public services: the case of public transportation

Public services are offered to the public based on the principle of equality. Private services on the other hand are based on differentiation. These differences raise the question of whether customer preferences for public services are homogeneous while preferences for private services are heterogeneous. Builds on an empirical study of 1,000 customers using either bus, train or tram in and around the greater area of the capital of Norway. Discusses customer (dis)satisfaction with public transportation services. Concludes by claiming that individual customer preferences exist and that high – and low‐frequency users of public transportation services have different preferences. As a consequence, the industry has a low overall customer satisfaction score. Implementing differentiated public services will improve the satisfaction score, i.e. expected utility, and thereby reduce the need for privatizing the industry.

Image Congruence and the Adoption of Service Innovations

In this article, the authors investigate whether the fit between consumers’ image and the image of an innovation, commonly referred to as image congruence, has an impact on customers’ attitudes toward innovative services as well as the intention to use these new services. Moreover, situational influences (i.e., private vs. public, and friends vs. colleagues) are examined. The results of the two experiments show that not only does image congruence have a significant impact on consumer attitudes and the adoption decision, but there is also an interaction between image congruence and the consumption situation. Contrary to the authors’ expectations, consumers with low image congruence are influenced more by their surroundings than consumers with high image congruence. It seems that as long as the fit between the consumer’s self-image and the service image is high, signals from the consumer’s environment are overruled.

Service innovation and electronic word‐of‐mouth: is it worth listening to?

Purpose – The purpose of this paper is to investigate what discussants in internet based discussion forums talk about. Investigates electronic word of mouth (e‐WOM) as a potential source of information for service innovation. The aim is to derive four core categories of unique dialogues that provide valuable information to service innovation.Design/methodology/approach – Apart from Harrison‐Walkers effort to develop a scale of measuring WOM, disclosing the inside of electronic word‐of‐mouth has never been done before. For this reason a qualitative approach using Netnography was adopted. The paper analyzes the content of all postings taking place during 100 days in five defined discussion forums on the internet.Findings – The results indicate that conversations taking place in electronic discussion forums can be divided into four core categories, i.e. information request, usage experience, business practice issues, and comments pertaining to new product launches.Research limitations/implications – The stu...