A Framework for Comparing Customer Satisfaction across Individuals and Product Categories
Johnson, Michael D.; Fornell, Claes
A framework is presented which integrates economic and psychological perspectives in order to compare customer satisfaction across individuals and product categories. The framework lays the foundation for the development of a national index for customer satisfaction that is now in place in Sweden. An important property of any such index is that it allows for comparisons across customers, firms, and industries. A number of propositions are forwarded regarding potentially systematic differences in satisfaction across people and products.
customer satisfaction; product categories; Sweden; firms; industries
Required Publisher Statement: © Elsevier. Final version published as: Johnson, M. D., & Fornell, C. (1991). A framework for comparing customer satisfaction across individuals and product categories. Journal of Economic Psychology, 12(2), 267–286.Reprinted with permission. All rights reserved.