Assessing the feasibility of conducting dynamic customer satisfaction measurement

CSM process is performed at certain frequencies. The gap between such events can be termed a "blind period," because customer satisfaction is left unobserved and unmanaged. The blind period may sometimes accelerate the growth of customer dissatisfaction. One way to eliminate the impact of the blind period is to conduct the CSM on dynamic basis. This research has conducted a review of traditional CSM methods to assess their ability to provide reliable information with less cost. The assessment indicates that conducting CSM more frequently may weaken the accuracy of measurement, and increase the cost of the programme. The research believes that the reason for these limitations is the use of the external data source and suggests looking into other sources

[1]  Jose L. Salmeron,et al.  EIS success: keys and difficulties in major companies , 2003 .

[2]  A. Gustafsson,et al.  Improving Customer Satisfaction, Loyalty, and Profit : An Integrated Measurement and Management System , 2000 .

[3]  K. Kristensen,et al.  Customer satisfaction measurement at Post Denmark: Results of application of the European Customer Satisfaction Index Methodology , 2000 .

[4]  J. Wingate.  Journal of Marketing , 1968 .

[5]  F. Wangenheim.  Situational Characteristics as Moderators of the Satisfaction-Loyalty Link: An Investigation in a Business-to-Business Context , 2003 .

[6]  R. Johnston.  Linking complaint management to profit , 2001 .

[7]  Tom Brijs,et al.  Identifying latently dissatisfied customers and measures for dissatisfaction management , 2002 .

[8]  P. Boston,et al.  Listening to the customer: implementing a patient satisfaction measurement system. , 1994, Gastroenterology Nursing.

[9]  Ray Chu,et al.  Stated‐importance versus derived‐importance customer satisfaction measurement , 2002 .

[10]  Mohamed Zairi,et al.  Managing customer satisfaction: a best practice perspective , 2000 .

[11]  A. Gustafsson,et al.  The Evolution and Future of National Customer Satisfaction Index Models , 2001 .

[12]  R. East.  Consumer behaviour : advances and applications in marketing , 1997 .

[13]  M Johns,et al.  Customer satisfaction: the case for measurement. , 1995, The Journal of audiovisual media in medicine.

[14]  David Rose.  Customer satisfaction measurement at Private Patients Plan , 1995 .

[15]  A. Pizam,et al.  Customer satisfaction and its measurement in hospitality enterprises , 1999 .

[16]  Jonathan D. Barsky,et al.  Customer Satisfaction: Applying Concepts to Industry-wide Measures: , 2003 .

[17]  F. Reichheld.  The one number you need to grow. , 2003, Harvard business review.

[18]  Nigel Hill,et al.  Customer Satisfaction Measurement for ISO 9000: 2000 , 2002 .

[19]  Terry G. Vavra.  Improving your measurement of customer satisfaction : a guide to creating, conducting, analyzing, and reporting customer satisfaction measurement programs , 1997 .

[20]  Gary W. Loveman,et al.  Putting the Service-Profit Chain to Work , 1994 .

[21]  R. N. Anantharaman,et al.  The relationship between service quality and customer satisfaction – a factor specific approach , 2002 .

[22]  M. Zairi.  Managing customer dissatisfaction through effective complaints management systems , 2000 .

[23]  Jeanne Rossomme.  Customer satisfaction measurement in a business-to-business context: a conceptual framework , 2003 .

[24]  K. File,et al.  Positive Word‐of‐Mouth: Customer Satisfaction and Buyer Behaviour , 1992 .

[25]  P. Wilton,et al.  Models of Consumer Satisfaction Formation : An Extension , 1988 .

[26]  David M. Szymanski,et al.  Customer satisfaction: A meta-analysis of the empirical evidence , 2001 .

[27]  M. Kuisma,et al.  Customer satisfaction measurement in emergency medical services. , 2003, Academic emergency medicine : official journal of the Society for Academic Emergency Medicine.

[28]  Some aspects of customer satisfaction and customer loyalty , 1998 .

[29]  R. Oliver.  Measurement and evaluation of satisfaction processes in retail settings. , 1981 .

[30]  Mark S. Johnson,et al.  The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships , 1999 .

[31]  R. Kaplan,et al.  The balanced scorecard--measures that drive performance. , 2015, Harvard business review.

[32]  Amjad D. Al-Nasser.  Customer Satisfaction Measurement Models: Generalised Maximum Entropy Approach , 2005 .

[33]  Evangelos Grigoroudis,et al.  Customer satisfaction measurement in the private bank sector , 2001, Eur. J. Oper. Res..

[34]  Marty Landrigan.  Improving Your Measurement of Customer Satisfaction , 1999 .

[35]  Steven A. Taylor,et al.  An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions , 1994 .

[36]  Evangelos Grigoroudis,et al.  A survey of customer satisfaction barometers: Some results from the transportation-communications sector , 2004, Eur. J. Oper. Res..

[37]  R. Oliver.  Whence Consumer Loyalty? , 1999 .

[38]  H. Juhl,et al.  Customer satisfaction in European food retailing , 2002 .

[39]  C. Fornell.  A National Customer Satisfaction Barometer: The Swedish Experience: , 1992 .

[40]  Marsha L. Richins.  Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study , 1983 .

[41]  Stephen Keysuk Kim,et al.  Loyalty: The Influences of Satisfaction and Brand Community Integration , 2003 .

[42]  R. Oliver.  A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions , 1980 .

[43]  Christina Soh,et al.  A model of customer satisfaction with information technology service providers: an empirical study , 1999, SIGCPR '99.

[44]  Conrad Lashley,et al.  Managing service quality , 2019, Pocket Guide for Hospitality Managers.

[45]  Águeda Esteban,et al.  Development of a multiple-item scale for measuring customer satisfaction in travel agencies services , 2004 .