The popularity of customer satisfaction measurements has grown considerably over the last few years but we know very little about how the structure of the individual markets with respect to the transparency of products and services as well as how consumer preferences affect customer satisfaction. Here a total of 14540 customers have evaluated their preferred supplier with respect to banking, property insurance, supermarkets and mobile telecom. The analysis shows that market structure has a profound effect on customer satisfaction measurements and that this effect differs from industry to industry. The paper concludes with an evaluation of the implications of the findings in relation to the use of results from customer satisfaction studies.
Ikke Angivet, 2007, p. 163-184
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6th MAAOE International Conference: New Perspectives on the Theories and Practices of Organizational Excellence, 2007
University of Versailles Saint-Quentin-En-Yvelines