Abstract
The development of National Customer Satisfaction Indices (NCSIs) has recently become a central area of research in service management and marketing. Despite an considerable amount on scientific and societal discussion, a massive lack of meta-theoretical research in the area of NCSI development and usage exists. Based on the identification of several levels of NCSI based satisfaction compahsons the authors formulate a catalogue of general criteria which function as a frame of reference for the critical analysis and evaluation of NCSIs. With the American Customer Satisfaction Index and the German Customer Satisfaction Barometer, two wellknown indices are than evaluated with regard to the criteria previously worked out. Several proposals are generated corresponding to the results of the analysis, which can be used as a guideline for future improvements of NCSI methodology and usage.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
References
Anderson, E.W. (1993): Firm, Industry and National Indices of Customer Satisfaction. Implications for Services, in: Advances in Services Marketing and Management, Vol. 2, pp. 87–108.
Anderson, E.W./Fornell, C./Rust, R.T. (1997): Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services, in: Marketing Science, Vol. 1, No. 2, pp. 129–147.
ASQ (1998): American Society for Quality, National Economy-Sectors and Industries, http://www.asq.org/graphics/fig2a.gif, 17.09.98.
Bauer, H.H. (1989): Marktabgrenzung, Berlin.
Berekoven, L./Eckert, W./Ellenrieder, P. (1991): Marktforschung: Methodische Grundlagen und praktische Anwendung, 5. Aufl., Wiesbaden.
Bitner, M.J./Hubbert, A.R. (1994): Encounter Satisfaction Versus Overall Satisfaction Versus Quality: The Customer’s Voice, in: Rust, R.T./Oliver, R.L. (eds.): Service Quality: New Directions in Theory and Practice, Thousand Oaks, pp. 72–94.
Böhler, H. (1992): Marktforschung, 2nd ed., Stuttgart u. a.
Bolton, R.N./Drew, J.H. (1991): A Multistage Model of Customer’s Assessments of Service Quality and Value, in: Journal of Consumer Research, Vol. 17, No. 3, pp. 375–384.
Bolton, R.N./Drew, J.H. (1994): Linking Customer Satisfaction to Service Operations and Outcomes, in: Rust, R.T./Oliver, R.L. (eds.): Service Quality: New Directions in Theory and Practice, Thousand Oaks, pp. 173–200.
Churchill, G.A. Jr. (1979): A Paradigm for Developing Better Measures of Marketing Constructs, in: Journal of Marketing Research, Vol. 16, No. 1, pp. 64–73.
Dabholkar, P.A. (1993): Customer Satisfaction and Service Quality: Two Constructs or One?, in: Cravens, D.W./Dickson, P. (eds.): 1993 AMA Educators’ Proceedings, Chicago, pp. 10–18.
Day, G.S./Shocker, A.D./Srivastava, R.K. (1979): Customer-Oriented Approaches to Identifying Product-Markets, in: Journal of Marketing, Vol. 43, No. 3, pp. 8–19.
DKB (1998a): Das Ranking der Globalzufriedenheit 1997, http://www.postag.de/kundenbarometer/dkb_anking97.html, 15.03.1998.
DKB (1998b): Was ist das Deutsche Kundenbarometer?, http://www.postag.de/kundenbarometer/dkb_was97.html, 10.09.1998.
Forneil, C. (1992): A National Customer Satisfaction Barometer: The Swedish Experience, in: Journal of Marketing, Vol. 56, No. 1, pp. 6–21.
Fornell, C./Johnson, M.D./Anderson, E.W./Cha, J./Bryant, E. (1996): The American Customer Satisfaction Index: Nature, Purpose, and Findings, in: Journal of Marketing, Vol. 60, No. 3, pp. 7–18.
Hammann, P./Erichson, B. (1994): Marktforschung, 3rd ed., Stuttgart u.a.
Hansen, U./Korpiun, M./Hennig-Thurau, T. (1998): Nationale Kundenzufriedenheitsindizes als Informationsgrundlage des Dienstleistungs-Management. Eine kritische Bestandsaufnahme, in: Bruhn, M./Meffert, H. (eds.): Dienstleistungs-Management, Wiesbaden, pp. 307–342.
Hennig-Thurau, T. (1998): Konsum-Kompetenz: Eine neue Zielgröße für das Management von Geschäftsbeziehungen, Frankfurt/M. u.a.
Hennig-Thurau, T./Klee, A. (1997): The Impact of Customer Satisfaction and Relationship Quality on Customer Retention: A Critical Reassessment and Model Development, in: Psychology & Marketing, Vol. 14, Special Issue on Relationship Marketing, December, No. 8, pp. 737–764.
Holbrook, M.B. (1994): The Nature of Customer Value, in: Rust, R.T./Oliver, R.L. (eds.): Service Quality: New Directions in Theory and Practice, London, pp. 21–71.
Homburg, C./Giering, A. (1996): Konzeptualisierung und Operationalisierung komplexer Konstrukte, in: Marketing ZFP, 18. Jg., No. 1, pp. 5–25.
Jacoby, J. (1978): Consumer Research: A State of the Art Review, in: Journal of Marketing, Vol. 42, No. 2, pp. 87–96.
Koehler, R. (1996): Dienstleistungswüste Deutschland?, in: Die Betriebswirtschaft, Vol. 56, No. 5, pp. 583–586.
Meyer, A./Dornach, F. (1995a): Nationale Barometer zur Messung von Qualität und Kundenzufriedenheit bei Dienstleistungen, in: Bruhn, M./Stauss, B. (eds.): Dienstleistungsqualität: Methoden, Konzepte, Erfahrungen, Wiesbaden pp. 429–453.
Meyer, A./Dornach, F. (1995b): Das Deutsche Kundenbarometer 1995 — Qualität und Zufriedenheit, Deutsche Marketing Vereinigung e. V. und Deutsche Bundespost Postdienst, Düsseldorf u.a.
Meyer, A./Dornach, F. (1995c): Das Deutsche Kundenbarometer — Qualität und Zufriedenheit, in: Simon, H./Homburg, Ch. (eds.): Kundenzufriedenheit: Konzepte, Methoden, Erfahrungen, Wiesbaden, pp. 161–178.
Meyer, A./Dornach, F. (1996): Das Deutsche Kundenbarometer 1996 — Qualität und Zufriedenheit, Deutsche Marketing Vereinigung e. V. und Deutsche Bundespost Postdienst, Düsseldorf u.a.
Meyer, A./Ertl, R. (1996): Nationale Barometer zur Messung von Kundenzufriedenheit. Ein Vergleich ausgewählter grundlegender Aspekte des “Deutschen Kundenbarometers — Qualität und Zufriedenheit” und des “American Customer Satisfaction Index (ACSI)”, in: Meyer, A. (ed.): Grundsatzfragen und Herausforderungen des Dienstleistungsmarketing, Wiesbaden, pp. 201–231.
Myers, J.H./Tauber, E. (1977): Market Structure Analysis, Chicago.
NERA (National Economic Research Associates) (1991): Developing a National Quality Index: A Preliminary Study of Feasibility, New York.
Stauss, B./Neuhaus, P. (1996): The Dissatisfaction Potential of Satisfied Customers — The Qualitative Satisfaction Model. Paper presented at the French-German Workshop on Services Marketing Research, 28.2–1.3.1996 in Innsbruck, Austria.
Strandvik, T./Liljander, V. (1995): A Comparison of Episode Performance and Relationship Performance for a Discrete Service, in: Kleinaltenkamp, M. (ed.): Services Marketing: Concepts and Applications, Wiesbaden.
Editor information
Rights and permissions
Copyright information
© 1999 Springer Fachmedien Wiesbaden
About this chapter
Cite this chapter
Hansen, U., Hennig-Thurau, T. (1999). National Customer Satisfaction Indices: A Critical Investigation from an Application Perspective. In: Kunst, P., Lemmink, J., Stauss, B. (eds) Service Quality and Management. Focus Dienstleistungsmarketing. Deutscher Universitätsverlag, Wiesbaden. https://doi.org/10.1007/978-3-322-90981-7_3
Download citation
DOI: https://doi.org/10.1007/978-3-322-90981-7_3
Publisher Name: Deutscher Universitätsverlag, Wiesbaden
Print ISBN: 978-3-8244-6780-8
Online ISBN: 978-3-322-90981-7
eBook Packages: Springer Book Archive