Johnson, M. D., & Fornell, C. (1991). A framework for comparing customer satisfaction across individuals and product categories[Electronic version]. Retrieved [insert date], from Cornell University, School of Hotel Administration site: http://scholarship.sha.cornell.edu/articles/684
A Framework for Comparing Customer Satisfaction across Individuals and Product CategoriesArticles and Chapters
AbstractA framework is presented which integrates economic and psychological perspectives in order to compare customer satisfaction across individuals and product categories. The framework lays the foundation for the development of a national index for customer satisfaction that is now in place in Sweden. An important property of any such index is that it allows for comparisons across customers, firms, and industries. A number of propositions are forwarded regarding potentially systematic differences in satisfaction across people and products.