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Measuring Consumer Satisfaction and Dissatisfaction Intensities to Identify Satisfiers and Dissatisfiers
Clement Chow; Lida Zhang
2008
Source PublicationJournal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior
ISSN0899-8620
Volume21Pages:66-79
Abstract

Identifying satisfiers and dissatisfiers (i.e., satisfying and dissatisfying product attributes) has long been a major research focus among scholars in various disciplines, including management, marketing and engineering. It is observed that CIT (critical incident technique) is frequently used in such research but it has some limitations. So the objective of this study is to suggest a companion research method, termed as ICT (intensity comparison technique), to complement the use of CIT in identifying satisfiers and dissatisfiers. In the demonstration and empirical validation of ICT, we find that this method is convenient to use and yields results that complement those of CIT. It is expected that this study can trigger future research through which the ICT can be further developed.

Language英语
Fulltext Access
Document TypeJournal article
CollectionFaculty of Business Administration
DEPARTMENT OF MANAGEMENT AND MARKETING
AffiliationUniversity of Macau
First Author AffilicationUniversity of Macau
Recommended Citation
GB/T 7714
Clement Chow,Lida Zhang. Measuring Consumer Satisfaction and Dissatisfaction Intensities to Identify Satisfiers and Dissatisfiers[J]. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior,2008,21:66-79.
APA Clement Chow,&Lida Zhang.(2008).Measuring Consumer Satisfaction and Dissatisfaction Intensities to Identify Satisfiers and Dissatisfiers.Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior,21,66-79.
MLA Clement Chow,et al."Measuring Consumer Satisfaction and Dissatisfaction Intensities to Identify Satisfiers and Dissatisfiers".Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior 21(2008):66-79.
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