The asymmetric relationship between attribute-level performance and overall customer satisfaction: A reconsideration of the importance-performance analysis

Article Abstract:

An empirical study on customer satisfaction with a supplier in the automotive industry is undertaken and the asymmetric relationship between attribute-level performance and overall satisfaction is confirmed. The managerial implications derived from the importance-performance analysis (IPA), which is a widely used analytical technique that yields prescriptions for the management of customer satisfaction, are found to be misleading.

Motor Vehicles and Equipment, Transportation equipment industry, Customer satisfaction, Automotive industry

---

Customer value, overall satisfaction, end-user loyalty, and market performance in detail intensive industries

Article Abstract:

Customer value was tested as operationalized by a modification of Ulaga and Egger's scale as a direct explanatory concept in predicting satisfaction, loyalty, and market performance in a hybrid veterinary pharmaceuticals market. The final model indicates a direct influence by product, strategic, and personal benefits as well as perceived sacrifices on the dependent variables.

Pharmaceutical preparations, Pharmaceutical industry, Customer loyalty

---

A methodological approach to the marketing process in the biotechnology-based companies

Article Abstract:

The commercialization activities of biotechnology-based companies in a European context are addressed and whether these companies are able to gain adequate market perceptions are discussed. Adequate marketing process is set taking into account three analytical steps, strategic marketing definition, marketing implementation, and evolution of strategy and implementation.

Drugs, Portugal, Marketing Management, Administration of Marketing, Biotechnology industry, Biotechnology industries, Marketing, Company marketing practices

Similar abstracts:

• Abstracts: Market orientation, relationship marketing orientation, and business performance: the moderating effects of economic ideology and industry type
• Abstracts: A contextual model of negotiation orientation. Market orientation and customer satisfaction: evidence from British machine tool industry
• Abstracts: Nature of the relationship between international expansion and performance: the case of emerging market firms
• Abstracts: Identifying key determinants for new product introductions and firm performance in small service firms
• Abstracts: Formation and evolution of buyer-supplier relationships: Conceiving dynamism in actor composition of business networks

This website is not affiliated with document authors or copyright owners. This page is provided for informational purposes only. Unintentional errors are possible.