Customer-firm relationships, involvement, and customer satisfaction

Article Abstract:

Relationships among levels of involvement between customers and suppliers, customers' evaluations of core and peripheral factors in their transactions, and customers' overall satisfaction were examined. HIghly involved customers who were dissatisfied with core factors expressed greater overall dissatisfaction with the relationship than those less involved who also were dissatisfied with core factors. Peripheral aspects, such as supplier responsiveness to customer inquiries, appeared to influence how customers evaluated a core product as well as their overall satisfaction. (Reprinted by permission of the publisher.)

Distributors (Commerce)

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Customer perceptions of corporate responses to product complaints: the role of explanations

Article Abstract:

Using the justice and impression management literatures as a guide, we examined company responses to customer complaints in a field study. Explanations in which a company accepted responsibility for a problem resulted in the most favorable pattern of complainant reactions. Inclusion of coupons or other reimbursements also led to more favorable reactions. Favorable reactions were muted when the product in question was expensive or when the company was perceived to be tardy in responding to a complainant. (Reprinted by permission of the publisher.)

Customer relations, Consumer complaints, Explanation

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Customer satisfaction at the Sheffield World Congress, 1998

Article Abstract:

The article presents results of a customer satisfaction survey given to attendees of the 1998 World Congress for Total Quality Management. A structural equation model was used for the survey, and measured overall customer satisfaction and the difference of opinions among first-time delegates, academic delegates, and business delegates.

United Kingdom, Statistical Data Included, Total quality management

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