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The Evolution and Future of National Customer Satisfaction Index Models

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dc.contributor.authorJohnson, Michael D.
dc.contributor.authorGustafsson, Anders
dc.contributor.authorAndreassen, Tor Wallin
dc.contributor.authorLervik, Line
dc.contributor.authorCha, Jaesung
dc.date.accessioned2020-09-12T21:07:45Z
dc.date.available2020-09-12T21:07:45Z
dc.date.issued2001-04-01
dc.description.abstractA number of both national and international customer satisfaction barometers or indices have been introduced in the last decade. For the most part, these satisfaction indices are embedded within a system of cause and effect relationships or satisfaction model. Yet there has been little in the way of model development. Of critical importance to the validity and reliability of such indices is that the models and methods used to measure customer satisfaction and related constructs continue to learn, adapt and improve over time. The primary goal of this research is to propose and test a number of modifications and improvements to the national index models. Using survey data from the Norwegian Customer Satisfaction Barometer (NCSB), we find general support for the proposed modifications.
dc.description.legacydownloadsJohnson21_The_evolution_and_future.pdf: 17393 downloads, before Aug. 1, 2020.
dc.identifier.other7348680
dc.identifier.urihttps://hdl.handle.net/1813/72056
dc.language.isoen_US
dc.relation.doihttps://doi.org/10.1016/S0167-4870(01)00030-7
dc.rightsRequired Publisher Statement: © Elsevier. Final version published as: Johnson, M. D., Gustafsson, A., Andreassen, T. W., Lervik, L., & Cha, J. (2001). The evolution and future of national customer satisfaction index models. Journal of Economic Psychology, 22(2), 217-245. doi:10.1016/S0167-4870(01)00030-7 Reprinted with permission. All rights reserved.
dc.subjectcustomer satisfaction
dc.subjectloyalty
dc.subjectnational barometer
dc.titleThe Evolution and Future of National Customer Satisfaction Index Models
dc.typearticle
local.authorAffiliationJohnson, Michael D.: mdj27@cornell.edu Cornell University School of Hotel Administration
local.authorAffiliationGustafsson, Anders: University of Karstad
local.authorAffiliationAndreassen, Tor Wallin: Norwegian School of Management BI
local.authorAffiliationLervik, Line: Norwegian School of Management BI
local.authorAffiliationCha, Jaesung: Norwegian School of Management BI

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