Hierarchical representation of satisfactory consumer service experience
Hierarchical representation of satisfactory consumer service experience
Orsingher, C. and Marzocchi, G.L., International Journal of Service Industry Management, (UK), 2003, Vol. 14 No. 2, Start page: 200, No. of pages: 17
Enquires into the various attributes which contribute to a satisfactory customer experience, and how these elements have a hierarchical structure in a customer's mind. Situates the study within the cognitive psychology literature. Reports on data gathered from a sample of 85 hotel customers in Northern Italy. Creates a hierarchical value map of satisfactory hotel experiences, which links emotions, such as happiness and feeling at ease, directly with service and infrastructural attributes. Concludes a link between attributes and outcomes.
