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題名:How Economic Growth Affects Customer Satisfaction
書刊名:Asia Pacific Management Review
作者:Frank, BjörnEnkawa, Takao
出版日期:2008
卷期:13:2
頁次:頁531-544
主題關鍵詞:Customer satisfactionEconomic growthPerceived valueNational consumer barometer
原始連結:連回原系統網址new window
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  • 共同引用共同引用:4
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Changes in customer satisfaction are usually linked to a firm's performance in satisfying its clients or to developments within its direct competitive environment. In order to correctly interpret such changes in corporate consumer surveys, managers should also account for macroeconomic influences on customer satisfaction. Using data from national consumer barometers in Germany, South Korea, Sweden, and the United States, this study reveals that economic growth positively affects customer satisfaction. Based on correlation analysis and Granger tests, these results challenge recent studies claiming that, conversely, there is a unidirectional impact of customer satisfaction on economic growth. With more comprehensive data from Germany, structural equation modeling shows that economic growth drives customer satisfaction via the expansion of the average consumer's budget and via an increasing perceived value of offerings. The effect is stronger in high-tech industries, industries with rapid innovation cycles, and industries with fierce price competition.
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