Over-time variation in individual’s customer satisfaction scores
Volume: 62, Issue: 3, Pages: 262 - 271
Published: Mar 3, 2020
Abstract
Customer satisfaction is a commonly used business performance metric. Despite the widespread use of satisfaction surveys, little is known about how stable individual’s satisfaction scores are. If individual’s scores show instability, this has implications for market research design and managerial actions. To investigate the stability of satisfaction scores, this study uses data from a two-wave satisfaction survey in which the same respondents...
Paper Details
Title
Over-time variation in individual’s customer satisfaction scores
Published Date
Mar 3, 2020
Volume
62
Issue
3
Pages
262 - 271
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