Customer satisfaction in Asia

Youjae Yi · Rajan Nataraajan

70 citations0/0 files storedPsychology and Marketing

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Service and Product Innovation

Abstract

Abstract Customer satisfaction is a key concept in modern marketing thought and practice, which emphasizes delivering satisfaction to customers and obtaining profits in return. Given the rapid growth of the markets in Asia, it is increasingly important to examine the applicability of customer satisfaction models and theories in Asian countries that have different economic and cultural characteristics compared to Western countries. This special issue thus brings together researchers from various disciplines interested in advancing customer satisfaction research in Asia. Brief descriptions of each of the seven articles featured in this issue are furnished. Collectively, these articles provide useful insights for those who wish to understand key factors for successful customer satisfaction management in Asia.

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References

1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 2001Understanding Information Systems Continuance: An Expectation-Confirmation Model1 2014Satisfaction: A Behavioral Perspective on the Consumer 1994Service Quality: Insights and Managerial Implications from the Frontier 2016Gain more insight from your PLS-SEM results 2004What influences the relationship between customer satisfaction and repurchase intention? Investigating the effects of adjusted expectations and customer loyalty 2018The effect of service quality on customer satisfaction, loyalty, and happiness in five Asian countries 2018Internal marketing, employee customer‐oriented behaviors, and customer behavioral responses

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2020Achieving university libraries user loyalty through user satisfaction: the role of service quality 2021An empirical investigation of the factors affecting customer lifetime value 2023Traditional restaurant managers’ use of sensory marketing to maintain customer satisfaction: Findings from PLS-SEM and fsQCA 2022Consumer experience co-creation in speciality coffee through social media sharing: its antecedents and consequences

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