Skip to main content
Have a personal or library account? Click to login
Asymmetric and Nonlinear Impact of Attribute-Level Performance on Overall Customer Satisfaction in the Context of Car Servicing of Four European Automotive Brands in Slovenia Cover

Asymmetric and Nonlinear Impact of Attribute-Level Performance on Overall Customer Satisfaction in the Context of Car Servicing of Four European Automotive Brands in Slovenia

Organizacija
Volume 45 (2012): Issue 2 (March 2012)
By:  and    
Open Access
|Apr 2012
References

References

  1. Abdolazimian, F. & Mansouri, S. (2008). Business Process Reengineering by Rational Unified Process (RUP) Methodology,, 4(Supplement 2): 33-42.
    Search in Google Scholar
  2. Anderson, E. W., Fornell, C. & Lehmann, D. R. (1994). Customer satisfaction, market share and profitability: Findings from Sweden,, 58(3): 53-65.
    Open DOISearch in Google Scholar
  3. Anderson, E. W. & Mittal, V. (2000). Strengthening the Satisfaction-Profit Chain,, 3(2): 107-120. DOI: 10.1177/109467050032001
    Open DOISearch in Google Scholar
  4. Anderson, E. W. & Sullivan, M. W. (1993). The Antecedents and Consequences of Customer Satisfaction for Firms,, 12(2): 125-143, DOI: 10.1287/mksc.12.2.125
    Open DOISearch in Google Scholar
  5. Bateson, E. G. J. & Hoffman, K. D. (1999)., The Dryden Press, Orlando.
    Search in Google Scholar
  6. Babakus, E. & Boller, G. W. (1992). An empirical assessment of the SERVQUAL scale,, 24 (1): 253-68. DOI: 10.1016/0148-2963(92)90022-4
    Open DOISearch in Google Scholar
  7. Bonicalzi, B. N. (2004).PhD dissertation, Argosy University, Sarasota.
    Search in Google Scholar
  8. Boulding, W., Kalra, A., Staelin, R. & Zeithaml, V. A. (1993). A dynamic process model of service quality: from expectations to behavioral intentions,, 30(2): 7-27.
    Open DOISearch in Google Scholar
  9. Bouman, M. & van der Wiele, T. (1992). Measuring service quality in the car service industry: building and testing an instrument,, 3(4): 4-16. DOI: 10.1108/09564239210019441
    Open DOISearch in Google Scholar
  10. Brown, T. J., Churchill, G. A. & Peter, J. P. (1993). Improving the measurement of service quality. Research note., 69(1): 127-139. DOI: 10.1016/S0022-4359(05)80006-5
    Open DOISearch in Google Scholar
  11. Buttle, F. (1996). SERVQUAL: review, critique, research agenda,, 30(1): 8-31. DOI: 10.1108/03090569610105762
    Open DOISearch in Google Scholar
  12. Carpinetti, L. C. R., Buosi, T. & Gerólamo, M. C. (2003). Quality management and improvement. A framework and a business-process reference model,, 9(4): 543-554. DOI: 10.1108/14637150310484553
    Open DOISearch in Google Scholar
  13. Cheung, C. M. K. & Lee, M. K. O. (2009). User Satisfaction with an Internet-Based Portal: An Asymmetric and Nonlinear Approach,, 60(1): 111-122. DOI: 10.1002/asi.20946.
    Open DOISearch in Google Scholar
  14. Cronin, J. J. Jr & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension,, 56 (7): 55-68.
    Open DOISearch in Google Scholar
  15. Cronin, J. J. Jr & Taylor, S. A. (1994). SERVPERF versus SERVQUAL: reconciling performance based and perceptions-minus expectations measurement of service quality,, 58 (1): 125-31.
    Open DOISearch in Google Scholar
  16. Ćoćkalo, D., Đorđević, D. & Sajfert, Z. (2011). Customer Satisfaction and Acceptance of Relationship Marketing Concept: An Exploratory Study in QM Certified Serbian Companies,, 44 (2): 32-46. DOI: 10.2478/v10051-011-0004-y
    Open DOISearch in Google Scholar
  17. Dong, S., Ding, M., Grewal, R. & Zhao, P. (2011). Functional forms of the satisfaction-loyalty relationship,, 28: 38-50. DOI:10.1016/j.ijresmar.2010.09.002.
    Open DOISearch in Google Scholar
  18. Eklöf, J. A., Hackl, P. & Westlund, A. (1999). On measuring interactions between customer satisfaction and financial results,, 10(4 & 5): 514-522. DOI: 10.1080/0954412997479.
    Open DOISearch in Google Scholar
  19. Gaber, D., Prosen, Ž., Šter, G. & Jesenko, M. (2008). Zaznava kakovosti študija in zadovoljstvo študentov s študijem na fakulteti za organizacijske vede, [Quality of Study Perception and Students Satisfaction of Study at Faculty of Organisational Science],, 41(1): 57-67.
    Search in Google Scholar
  20. Gotlieb, J. B., Grewal, D. & Brown, S. W. (1994). Consumer satisfaction and perceived quality: Complementary or divergent constructs?,, 79(6), 875-885. DOI: 10.1037/0021-9010.79.6.875
    Open DOISearch in Google Scholar
  21. Goubbott, M. & Hogg, G. (1997)., The Dryden Press, London.
    Search in Google Scholar
  22. Grönroos, C. (1984). A service quality model and its marketing implications,, 18(4): 36-44. DOI: 10.1108/EUM0000000004784
    Open DOISearch in Google Scholar
  23. Grönroos, C. (1990)Lexington, MA: Lexington Books.
    Search in Google Scholar
  24. Grönroos, C. (2000) Relationship marketing: The Nordic school perspective. In J. N. Sheth and A. Parvatiyar (Eds.),, pp. 95-117. Thousand Oaks, CA: Sage.
    Open DOISearch in Google Scholar
  25. Harris, D. (2002). New BMW bonus plan goes easier on dealers,, Detroit.
    Search in Google Scholar
  26. Hart, Ch.W. (2007). Beating the market with customer satisfaction,, March 2007: 30-32.
    Search in Google Scholar
  27. Hayes, B. E. (2008).Milwaukee, WI: ASQ Quality Press.
    Search in Google Scholar
  28. Hedvall, M.-B. & Paltschik, M. (1989). An investigation in, and generation of, service quality concepts, in Avlonitis, G. J. et al. (Eds.),, European Marketing Academy, Athens, pp. 473-83.
    Search in Google Scholar
  29. Heskett, J. L., Sasser, W. E., & Schlesinger, L. A. (1997).New York: Free Press.
    Search in Google Scholar
  30. Iacobuci, D., Grayson, K. A. & Ostrom, A. L. (1994). The calculus of service quality and customer satisfaction: Theoretical and empirical differentiation and integration. In A. Swartz, D. E. Bowen & S. W. Brown (Eds.),Stamford, CT: JAI Press.
    Search in Google Scholar
  31. Jesenko, J., Purič, I. & Kovač, J. (2009). Zadovoljstvo diplomantov FOV UM z izobraževalnim procesom in delom, ki ga opravljajo, [Quality of Study Perception and Students Satisfaction of Study at Faculty of Organisational Sciences], 42(3): 110-121.
    Search in Google Scholar
  32. Johnson, D. M. & Gustafsson, A. (2000)., Josey-Bass, San Francisco.
    Search in Google Scholar
  33. Kohn, J. (2002) Isuzu has IDEA for boosting sales, Automotive News, 76(5973):41.
    Search in Google Scholar
  34. Kristensen, K., Martensen, A. & Gronholdt, L. (1999). Measuring the impact of buying behaviour on customer satisfaction,, 10(4-5): 602-614. DOI: 10.1080/0954412997587
    Open DOISearch in Google Scholar
  35. Ladhari, R. (2008) Alternative measures of service quality: A review., 18(1): 65-86. 10.1108/09604520810842849
    Open DOISearch in Google Scholar
  36. Lanza, K. M. (2008), doctoral dissertation, University of Phoenix.
    Search in Google Scholar
  37. Lovelock, C. & Wright, L. (1999).Englewood Cliffs, NJ: Prentice Hall.
    Search in Google Scholar
  38. Lehtinen, J. R. & Lehtinen, O. (1982)., unpublished working paper, Service Management Institute, Helsinki.
    Search in Google Scholar
  39. Lewis, B. R. (1995)., Esomar, Amsterdam.
    Search in Google Scholar
  40. Litrop, S. & Piskar, F. (2011). Banke in gospodarska kriza: zadovoljstvo uporabnikov e-bančništva NLB, [Banks and the Economic Crisis: NLB E-banking User Satisfaction],, 44(1): 23-29.
    Search in Google Scholar
  41. Mangold, G. W. & Babakus, E. (1991). Service quality: the front-stage perspective vs. the back stage perspective,, 5(4): 59-70. DOI: 10.1108/08876049110035675
    Open DOISearch in Google Scholar
  42. Matzler, K., Bailom, F., Hinterhuber, H. H., Renzl, B. & Pichler, J. (2004). The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance-performance analysis,, 33(4): 271-277. DOI: 10.1016/S0019-8501(03)00055-5
    Open DOISearch in Google Scholar
  43. Mittal, V., Ross, W. & Baldasare, P. M. (1998). The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions,, 62(1): 33-47.
    Open DOISearch in Google Scholar
  44. Ograjenšek, I. & Gal, I. (2011). The Concept and Assessment of Customer Satisfaction, In:(Eds R. S. Kenett & S. Salini), John Wiley & Sons, Ltd, Chichester, UK. DOI: 10.1002/9781119961154.ch7
    Open DOISearch in Google Scholar
  45. Ograjenšek, I. & Žabkar, V. (2010). Enhancing the value of survey data on consumer satisfaction in the frame of a consumer loyalty programme: Case of a Slovenian retailer., 7(2): 133-147.
    Search in Google Scholar
  46. Oliver, R. L. (1996)., McGraw-Hill, New York.
    Search in Google Scholar
  47. Oliver, R. L. (1997)., McGraw-Hill, New York.
    Search in Google Scholar
  48. Parasuraman, A., Zeithaml, V. & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research., Fall: 41-50.
    Search in Google Scholar
  49. Parasuraman, A., Zeithaml, V. & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality., 1: 12-40.
    Search in Google Scholar
  50. Parasuraman, A., Berry, L. L. & Zeithaml, V. (1991). Understanding, measuring and improving service quality: Findings from a multiphase research program. In S. W. Brown, E. Gummesson, B. Edvardsson and B. Gustavsson (Eds.),, pp. 253-268. Lexington, MA: Lexington Books.
    Search in Google Scholar
  51. Parasuraman, A., Zeithaml, V. & Berry, L. L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: Implications for further research., 58(1):111-124.
    Open DOISearch in Google Scholar
  52. Richard, M. D. & Allaway, A. W. (1993). Service quality attributes and choice behavior,, 7(1): 59-68. DOI: 10.1108/08876049310026105
    Open DOISearch in Google Scholar
  53. Rust, R. T. & Oliver, R. L. (1994).Thousand Oaks, Sage.
    Search in Google Scholar
  54. Salini, S. & Kenett, R. S. (2009). Bayesian networks of customer satisfaction survey data., 36(11): 1177-1189. DOI: 10.1080/02664760802587982
    Open DOISearch in Google Scholar
  55. Spreng, R. A. & Mackoy, R. D. (1996). An empirical examination of a model of perceived service quality and satisfaction,, 72(2): 201-214. DOI: 10.1016/S0022-4359(96)90014-7
    Open DOISearch in Google Scholar
  56. Snoj, B. & Mumel, D. (2001). Marketinški aspekti kvalitete usluga [Marketing Aspects of Service Quality]., 13: 119-135.
    Search in Google Scholar
  57. Sychowicz, J. (2008)., master's dissertation, Universität Wien.
    Search in Google Scholar
  58. Taylor, S. A. & Baker, T. L. (1994). An assessment of the relationship between service quality and customer satisfaction in the formation of consumer's purchase intentions,, 70(2):163-178. DOI: 10.1016/0022-4359(94)90013-2
    Open DOISearch in Google Scholar
  59. Teas, R. K. (1993a). Consumer expectations and the measurement of perceived service quality,, 8(2): 33-54, DOI: 10.1300/J090v08n02_05
    Open DOISearch in Google Scholar
  60. Teas, R. K. (1993b). Expectations, performance evaluation, and consumers' perceptions of quality,, 57(4): 18-34.
    Open DOISearch in Google Scholar
  61. Teas, R. K. (1994) Expectations as a comparison standard in measuring service quality: An assessment of a reassessment,, 58(1): 132-139.
    Open DOISearch in Google Scholar
  62. Terziovski, M., Fitzpatrick, P. & O'Neill, P. (2003). Successful predictors of business process reengineering (BPR) in financial services,, 84: 35-50. DOI: 10.1016.S0925-5273(2)00378-X
    Search in Google Scholar
  63. Vázquez-Casielles, R., Suárez-Álvarez, L. & Belén Del Río-Lanza, A. (2009). Customer Satisfaction and Switching Barriers: Effects on Repurchase Intentions, Positive Recommendations, and Price Tolerance,, 39(10): 2275-2302. DOI: 10.1111/j.1559-1816.2009.00526.x
    Open DOISearch in Google Scholar
  64. Zeithaml, V. A. & Bitner, M. J. (2003).McGraw-Hill, New York.
    Search in Google Scholar
  65. Zeithaml, V. A., Parasuraman, A. & Berry, L. L. (1990).London: Free Press.
    Search in Google Scholar
DOI: https://doi.org/10.2478/v10051-012-0008-2 | Journal eISSN: 1581-1832 | Journal ISSN: 1318-5454
Journal RSS Feed
Language: English
Page range: 75 - 86
Published on: Apr 3, 2012
Published by: University of Maribor
In partnership with: Paradigm Publishing Services
Keywords:
service quality,
customer satisfaction,
automotive industry,
asymmetry,
nonlinearity
Related subjects:
Business and economics,
Business management,
Management, organization, corporate governance

© 2012 Slavko Ažman, Boštjan Gomišček, published by University of Maribor
This work is licensed under the Creative Commons License.

Volume 45 (2012): Issue 2 (March 2012)
Previous article
Next article