The service quality-satisfaction link revisited: exploring asymmetries and dynamics

Tomas Falk, Maik Hammerschmidt, Jeroen J. L. Schepers
2009 Journal of the Academy of Marketing Science  
This study provides deeper insight in the link between service quality and customer satisfaction. The traditional assumption of a linear relationship is challenged by exploring asymmetries and dynamics. The simultaneous influence of service quality and customer experience on satisfaction is examined by means of nonlinear structural equation modeling. Results show that functional-utilitarian quality attributes (availability, efficiency, fulfillment, and privacy) lose their capability to delight
more » ... ustomers as the customer relationship matures. In contrast, hedonic quality attributes (design, enjoyment, and image) only exhibit an increasing effect on satisfaction for more experienced customers. These insights are vital for service managers as they help to improve the efficiency of quality investments.
doi:10.1007/s11747-009-0152-2 fatcat:ae6qpu3ku5azhmiz7r2tkdtitm