IEEE - Institute of Electrical and Electronics Engineers, Inc. - The Asymmetrical Relationship between Attribute Performance and Overall Customer Satisfaction: An Empirical Study in China

2006 International Conference on Service Systems and Service Management

Author(s): Liu Xin-yan ; Yang Zhi
Publisher: IEEE - Institute of Electrical and Electronics Engineers, Inc.
Publication Date: 1 October 2006
Conference Location: Troyes, France
Conference Date: 25 October 2006
Volume: 1
Page(s): 104 - 109
ISBN (CD): 1-4244-0451-7
ISBN (Paper): 1-4244-0450-9
DOI: 10.1109/ICSSSM.2006.320596
Regular:

The traditional view depicts the relationship between attribute-level performance and overall customer satisfaction as symmetric. The author theoretically and empirically investigates the... View More

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