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| Content Provider | IEEE Xplore Digital Library |
|---|---|
| Author | Ding, Y. Chai, K.H. |
| Copyright Year | 2009 |
| Description | Author affiliation: Department of Industrial and Systems Engineering, University of Singapore, Singapore (Ding, Y.; Chai, K.H.) |
| Abstract | Customer needs are increasingly fulfilled by a seamless integration of products and services. Complexity grows for firms to understand customers since their perception of firm performance can be affected by either product manufacturers or service providers. Our study is attempting to identify possible spillover effects of quality and customer satisfaction between products and services. Potential moderators such as affective commitment and consumer knowledge will also be examined. Our discussion shows that firms working closely together in delivering solutions to customers need to consider the influence of their partner's product or service quality and satisfaction level as well. This may enhance understanding of customer satisfaction and loyalty of their own companies. |
| Starting Page | 1282 |
| Ending Page | 1286 |
| File Size | 620721 |
| Page Count | 5 |
| File Format | |
| ISBN | 9781424448692 |
| DOI | 10.1109/IEEM.2009.5373012 |
| Language | English |
| Publisher | Institute of Electrical and Electronics Engineers, Inc. (IEEE) |
| Publisher Date | 2009-12-08 |
| Publisher Place | China |
| Access Restriction | Subscribed |
| Rights Holder | Institute of Electrical and Electronics Engineers, Inc. (IEEE) |
| Subject Keyword | Context-aware services spillover Companies loyalty Telecommunications Application software satisfaction Associative networks quality Manufacturing industries Customer satisfaction Communication industry Telephone sets Systems engineering and theory Logic |
| Content Type | Text |
| Resource Type | Article |
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