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Cited by 812

The DOI matches its Crossref record; 2 of the 2 references it cites were found in a registry or an index.

A Catastrophe Model for Developing Service Satisfaction Strategies

Oliva, Terence A., Oliver, Richard L., MacMillan, Ian C.·1992·Journal of Marketing
DOI 10.1177/002224299205600306
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Abstract

Customer satisfaction/dissatisfaction has become an important issue for marketing practitioners. The authors examine the issue in terms of customer service. In particular, practitioners and academicians have noted that simply investing in greater service delivery may not return the cost of the additional investment. Part of the problem is that customers’ response to service increments can be nonlinear, and satisfaction and dissatisfaction thresholds may not occur at the same point. The authors propose a method for analyzing this complex behavior in a way that can lead to the development of more accurate service strategies through an understanding of the relationships among customer-transaction costs, satisfaction, and purchase loyalty. They use a catastrophe model to describe a service loyalty customer-response surface. Then, by presenting a “real-world” application with a small service-quality customer dataset provided by General Electric Supply, they show how one actually estimates such a model and interprets the results.

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Metadata

Authors
Oliva, T. A., Oliver, R. L., & MacMillan, I. C.
Venue
Journal of Marketing
Publisher
SAGE Publications
Published
1992-07
Volume
56
Issue
3
Pages
83-95
ISSN
  • 0022-2429 (ISSN-L)
  • 1547-7185
DOI
10.1177/002224299205600306
OpenAlex
W2065813178
Cited by
812
References
2
FWCI
12.89
Type
journal article
Language
en
Open access
closed

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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.

Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.