Publication Date

6-1991

Abstract

A framework is presented which integrates economic and psychological perspectives in order to compare customer satisfaction across individuals and product categories. The framework lays the foundation for the development of a national index for customer satisfaction that is now in place in Sweden. An important property of any such index is that it allows for comparisons across customers, firms, and industries. A number of propositions are forwarded regarding potentially systematic differences in satisfaction across people and products.

Comments

Required Publisher Statement
© Elsevier. Final version published as: Johnson, M. D., & Fornell, C. (1991). A framework for comparing customer satisfaction across individuals and product categories. Journal of Economic Psychology, 12(2), 267–286.
Reprinted with permission. All rights reserved.

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