Big Data

Measuring Customer Satisfaction In Industrial Markets - New Insights Into Aggregating Individual Satisfaction Judgments

Date Added: Aug 2010
Format: PDF

The purpose of this paper is to analyze the relationship between the individual customer satisfaction judgments of the members of a buying center and their conjoint buying center satisfaction in order to measure customer satisfaction precisely as well as to derive useful implications for practitioners on how to increase buying center satisfaction. The authors therefore address the literature on customer satisfaction in business-to-business markets; in this context, they especially focus on the multi-person aspect of industrial customer satisfaction analysis.