Bassi, Francesca - Guido, Gianluigi - Salvan, Elisa (2005) From product performance to consumption experience. The development of a new scale for measuring customer satisfaction. [Working Paper] WORKING PAPER SERIES, 4/2005 . , PADOVA (Inedito)
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This paper proposes a different approach to customer satisfaction measurement. The nature of the concept is maintained as an evaluation deriving from a comparative process, but we change, or better, extend the terms to which expectations and desires are compared: from product performance alone to the entire consumption experience. The proposed scale has three versions: for convenience, shopping, and specialty goods. The scale for shopping goods was also administered to a sample of buyers of a specific branded product (i.e., a pair of jeans).
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