Final published version
Licence: CC BY: Creative Commons Attribution 4.0 International License
Research output: Contribution to Journal/Magazine › Journal article › peer-review
Research output: Contribution to Journal/Magazine › Journal article › peer-review
}
TY - JOUR
T1 - Customer satisfaction management
T2 - Exploring temporal changes in nonlinearities in satisfaction formation of skiers
AU - Matzler, K.
AU - Mazanec, J.
AU - Strobl, A.
AU - Teichmann, K.
PY - 2021/6/28
Y1 - 2021/6/28
N2 - Customer satisfaction is one of the most important success drivers. Managers need to understand how satisfaction is formed, which factors to focus on, and how to increase the performance. The Kano model offers useful guidance for managers to increase customer satisfaction. It assumes that there are three different factors, which influence overall satisfaction, and that the weight of these factors changes over time. This study adds to limited empirical evidence on temporal changes of nonlinear relationships between attribute performance and customer satisfaction. The data comprise two waves of a large-scale sample of more than 40,000 skiers in 55 Alpine ski resorts in 2012 and 2016. Applying nonlinear structural equation modeling, Ski Core and Value-for-Money were identified as basic factors (dissatisfiers) and Ski Peripherals as a performance factor. Change in skiers' satisfaction levels operates at a slow pace and, besides general industry trends, time-related segmentation criteria like loyalty and skier skills play a salient role. Especially, the attribute Value-for-Money is prone to temporal changes. © Kurt Matzler, Josef Mazanec, Andreas Strobl, Karin Teichmann, 2021.
AB - Customer satisfaction is one of the most important success drivers. Managers need to understand how satisfaction is formed, which factors to focus on, and how to increase the performance. The Kano model offers useful guidance for managers to increase customer satisfaction. It assumes that there are three different factors, which influence overall satisfaction, and that the weight of these factors changes over time. This study adds to limited empirical evidence on temporal changes of nonlinear relationships between attribute performance and customer satisfaction. The data comprise two waves of a large-scale sample of more than 40,000 skiers in 55 Alpine ski resorts in 2012 and 2016. Applying nonlinear structural equation modeling, Ski Core and Value-for-Money were identified as basic factors (dissatisfiers) and Ski Peripherals as a performance factor. Change in skiers' satisfaction levels operates at a slow pace and, besides general industry trends, time-related segmentation criteria like loyalty and skier skills play a salient role. Especially, the attribute Value-for-Money is prone to temporal changes. © Kurt Matzler, Josef Mazanec, Andreas Strobl, Karin Teichmann, 2021.
KW - Attribute performance
KW - Customer satisfaction management
KW - Kano model
KW - Prospect theory
KW - Ski resorts
U2 - 10.21511/ppm.19(2).2021.32
DO - 10.21511/ppm.19(2).2021.32
M3 - Journal article
VL - 19
SP - 398
EP - 417
JO - Problems and Perspectives in Management
JF - Problems and Perspectives in Management
SN - 1727-7051
IS - 2
ER -