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Bassi, Francesca and Guido, Gianluigi and 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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Abstract (english)

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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EPrint type:Working Paper
Anno di Pubblicazione:06 March 2005
Key Words:consumer goods, disconfirmation paradigm, scale reliability, scale validity
Settori scientifico-disciplinari MIUR:Area 13 - Scienze economiche e statistiche > SECS-S/01 Statistica
Struttura di riferimento:Dipartimenti > Dipartimento di Scienze Statistiche
Codice ID:7064
Depositato il:08 Sep 2014 12:19
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