Concepedia

Customer-satisfaction measurement

Atìla Yüksel, Mike Rimmington

Cornell Hotel and Restaurant Administration Quarterly · 1998 · 219 citations · 25 references

Concepts

BusinessHospitality ManagementPerformance MeasurementPsychometricsRestaurant ManagementConsumer SatisfactionCustomer Performance MeasurementCustomer SatisfactionAttributesCustomer ExpectationsDisconfirmation TheoryExpectation-disconfirmation ParadigmExpectationsFeature ImportanceHospitality Performance MeasurementImportance Measures

Abstract

Perhaps the best way to determine customer satisfaction may also be the most simple. Just ask, “How'm I doing?”

References

25

SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality

A. Parasuraman, Leonard L. Berry, Valarie A. Zeithaml · Zenodo (CERN European Organization for Nuclear Research) · 1988 · 21.2K citations · Full text

Business, Marketing, Marketing Management +12

A Paradigm for Developing Better Measures of Marketing Constructs

Gilbert A. Churchill · Journal of Marketing Research · 1979 · 12.7K citations

Business, Marketing, Marketing Management +2

A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions

Richard L. Oliver · Journal of Marketing Research · 1980 · 9.9K citations

Business, Marketing, Social Psychology +15

Measuring Service Quality: A Reexamination and Extension

J. Joseph Cronin, Steven A. Taylor · Journal of Marketing · 1992 · 8.9K citations

Business, Marketing, Marketing Management +13

Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions

James M. Carman · Journal of Retailing · 1990 · 2.9K citations

Business, Marketing, Marketing Management +16