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Comparing customer satisfaction across industries and countries

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  • Johnson, Michael D.
  • Herrmann, Andreas
  • Gustafsson, Anders

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  • Johnson, Michael D. & Herrmann, Andreas & Gustafsson, Anders, 2002. "Comparing customer satisfaction across industries and countries," Journal of Economic Psychology, Elsevier, vol. 23(6), pages 749-769, December.
    • Handle: RePEc:eee:joepsy:v:23:y:2002:i:6:p:749-769
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    References listed on IDEAS

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    1. Eugene W. Anderson & Claes Fornell & Roland T. Rust, 1997. "Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services," Marketing Science, INFORMS, vol. 16(2), pages 129-145.
    2. Julian L. Simon, 1974. "Interpersonal Welfare Comparisons Can Be Made ‐ And Used For Redistribution Decisions ," Kyklos, Wiley Blackwell, vol. 27(1), pages 63-98, January.
    3. Johnson, Michael D & Anderson, Eugene W & Fornell, Claes, 1995. "Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 21(4), pages 695-707, March.
    4. Johnson, Michael D. & Fornell, Claes, 1991. "A framework for comparing customer satisfaction across individuals and product categories," Journal of Economic Psychology, Elsevier, vol. 12(2), pages 267-286, June.
    5. Fornell, Claes & Johnson, Michael D., 1993. "Differentiation as a basis for explaining customer satisfaction across industries," Journal of Economic Psychology, Elsevier, vol. 14(4), pages 681-696, December.
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    2. Frank, Björn & Enkawa, Takao & Schvaneveldt, Shane J., 2015. "The role of individualism vs. collectivism in the formation of repurchase intent: A cross-industry comparison of the effects of cultural and personal values," Journal of Economic Psychology, Elsevier, vol. 51(C), pages 261-278.
    3. Yeung, Matthew C.H. & Ramasamy, Bala & Chen, Junsong & Paliwoda, Stan, 2013. "Customer satisfaction and consumer expenditure in selected European countries," International Journal of Research in Marketing, Elsevier, vol. 30(4), pages 406-416.
    4. Frank, Björn & Abulaiti, Gulimire & Herbas Torrico, Boris & Enkawa, Takao, 2013. "How do Asia's two most important consumer markets differ? Japanese–Chinese differences in customer satisfaction and its formation," Journal of Business Research, Elsevier, vol. 66(12), pages 2397-2405.
    5. Dorota Korenkiewicz & Wolfgang Maennig, 2023. "Women on a Corporate Board of Directors and Consumer Satisfaction," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 14(4), pages 3904-3928, December.
    6. Frank, Björn & Abulaiti, Gulimire & Enkawa, Takao, 2014. "Regional differences in consumer preference structures within China," Journal of Retailing and Consumer Services, Elsevier, vol. 21(2), pages 203-210.
    7. Agyeiwaah, Elizabeth & Adongo, Raymond & Dimache, Alexandru & Wondirad, Amare, 2016. "Make a customer, not a sale: Tourist satisfaction in Hong Kong," Tourism Management, Elsevier, vol. 57(C), pages 68-79.
    8. G. Tomas M. Hult & Forrest V. Morgeson & Neil A. Morgan & Sunil Mithas & Claes Fornell, 2017. "Do managers know what their customers think and why?," Journal of the Academy of Marketing Science, Springer, vol. 45(1), pages 37-54, January.
    9. Lerbin R. Aritonang R., 2014. "Student Loyalty Modeling," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 26(1), pages 77-91.
    10. Ming-Lu Wu, 2014. "Cross-border comparative studies of service quality and consumer satisfaction: some empirical results," Eurasian Business Review, Springer;Eurasia Business and Economics Society, vol. 4(1), pages 89-106, June.
    11. Miraldes Tatiana & Garrido Azevedo Susana & Charrua-Santos Fernando Bigares & Mendes Luís António F. & Oliveira Matias João Carlos, 2015. "IT Applications In Logistics And Their Influence On The Competitiveness Of Companies/Supply Chains," Scientific Annals of Economics and Business, Sciendo, vol. 62(1), pages 121-146, April.
    12. Svenja Damberg & Yide Liu & Christian M. Ringle, 2024. "Does culture matter? Corporate reputation and sustainable satisfaction in the Chinese and German banking sector," Journal of Marketing Analytics, Palgrave Macmillan, vol. 12(1), pages 6-24, March.
    13. He, Yan-Qun & Chan, Lai-Kow & Wu, Ming-Lu, 2007. "Balancing productivity and consumer satisfaction for profitability: Statistical and fuzzy regression analysis," European Journal of Operational Research, Elsevier, vol. 176(1), pages 252-263, January.

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