000			02014naa a2200193uu 4500
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003			OSt
005			20190211154507.0
008			021121s2002 xx ||||gr |0|| 0 eng d
100	1		_aSHUEH-CHIN Ting _99898
245	1	0	_aThe asymmetrical and non-linear effects of store quality attributes on customer satisfaction
260			_aOxfordshire : _bRoutledge, _cJuly 2002
520	3		_aIn the past, very little research has been carried out into the differing roles played by various quality attributes on customer satisfaction. In addition, the vast majority of scholars consider the relationship between quality attributes and customer satisfaction to be linear. However, from the point of view of prospect theory, this relationship may be non-linear. This study begins by reviewing past research into quality attributes and customer satisfaction. An investigative study was then carried out on hypermariet customers and it was found that the relationship between most quality attributes and customer satisfacion is asymmetrical and non-linear. It was also discovered that the value function curve of prospect theory can only be used on certain one-dimensional quality attributes. The attractive quality, must be quality, indifferent quality, and reverse quality attributes as well as some of the one-dimensional quality attributes cannot be described by the value function curve. Based on the differences in the way they affect customer satisfaction, the 43 hypermarket quality attributes were categorized in accordance with the Kano model and are presented here as a guide to relevantpersons in drawing up their marketing strategies. Some implications for management are discussed and some suggestions for further research are also given
700	1		_aCHENG-NAN Chen _917859
773	0	8	_tTotal Quality Management _g13, 4, p. 547-569 _dOxfordshire : Routledge, July 2002 _xISSN 09544127 _w
942			_cS
998			_a20021121 _bLucima _cLucimara
998			_a20101029 _b1140^b _cCarolina
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c8697 _d8697
041			_aeng