Asymmetric effects in customer satisfaction

Annals of Tourism Research

Volumn 33, Issue 4, 2006, Pages 1159-1163

  Füller, Johann ^a   Matzler, Kurt ^b   Faullant, Rita ^c  

^a UNIVERSITY OF INNSBRUCK   (Austria)

^b JOHANNES KEPLER UNIVERSITY LINZ   (Austria)

^c UNIVERSITY OF KLAGENFURT   (Austria)

Author keywords

[No Author keywords available]

Indexed keywords

ASYMMETRIC INFORMATION;

EID: 33748744253     PISSN: 01607383     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.annals.2006.06.006     Document Type: Article

References (13)

1. Anderson E., and Mittal V. Strengthening the Satisfaction-Profit Chain. Journal of Service Research 3 2 (2000) 107-120
2. Bollen K. Structural Equations with Latent Variables (1989), Wiley, New York
3. Fornell C., and Larcker D. Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research 18 2 (1981) 39-50
4. Hair J., Anderson R., Tatham R., and Black W. Multivariate Data Analysis. 5th ed. (1998), Prentice Hall, New Jersey
5. Herzberg F., Mausner B., and Snyderman B. The Motivation to Work (1959), Wiley, New York
6. Kahneman D., and Tversky A. Prospect Theory: An Analysis of Decisions Under Risk. Econometrica 47 3 (1979) 263-291
7. Kano N. Attractive Quality and Must be Quality (in Japanese). Hinshitsu (Quality) 14 2 (1984) 147-156
8. Matzler K., Bailom F., Hinterhuber H., Renzl B., and Pichler J. The Asymmetric Relationship between Attribute Level Performance and Overall Customer Satisfaction: A Reconsideration of the Importance-Performance Analyses. Industrial Marketing Management 33 (2004) 271-277
9. Matzler K., Fuchs M., and Schubert A. Employee Satisfaction: Does Kano's Model Apply?. Total Quality Management and Business Excellence 15 (2004) 1179-1198
10. Matzler K., Hinterhuber H., Bailom F., and Sauerwein E. How to Delight Your Customers. Journal of Product and Brand Management 5 2 (1996) 6-18
11. Matzler K., and Sauerwein E. The Factor Structure of Customer Satisfaction: An Empirical Test of the Importance Grid and the Penalty-Reward-Contrast Analysis. International Journal of Service Industry Management 13 (2002) 314-332
12. Mittal V., Ross W., and Baldasare P. The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions. Journal of Marketing 62 1 (1998) 33-47
13. Ryan C., and Huyton J. Tourist and Aboriginal People. Annals of Tourism Research 29 (2002) 631-647