IDEAS home Printed from https://ideas.repec.org/p/hhb/hastba/2000_002.html
   My bibliography  Save this paper

Customer Familiarity and its Effects on Satisfaction and Dissatisfaction

Author

Listed:
  • Söderlund, Magnus

    (Dept. of Business Administration, Stockholm School of Economics)

  • Gunnarsson, Jonas

    (Dept. of Business Administration, Stockholm School of Economics)

Abstract

The main finding in this paper is that customer familiarity (i.e. the number of product-related experiences accumulated by the customer) affects customer satisfaction in an asymmetric way. Data from customers in the airline industry suggest that it is more difficult to obtain a high level of satisfaction among high familiarity customers compared to low familiarity customers, given a high performance level. On the other hand, given a low performance level, high familiarity and low familiarity customers do not seem to be subject to different levels of dissatisfaction.

Suggested Citation

  • Söderlund, Magnus & Gunnarsson, Jonas, 2000. "Customer Familiarity and its Effects on Satisfaction and Dissatisfaction," SSE/EFI Working Paper Series in Business Administration 2000:2, Stockholm School of Economics.
    • Handle: RePEc:hhb:hastba:2000_002
    as

    Download full text from publisher

    File URL: http://swoba.hhs.se/hastba/papers/hastba2000_002.pdf.zip
    File Function: Complete Rendering
    Download Restriction: no
    File URL: http://swoba.hhs.se/hastba/papers/hastba2000_002.pdf
    File Function: Complete Rendering
    Download Restriction: no
    File URL: http://swoba.hhs.se/hastba/papers/hastba2000_002.ps.zip
    File Function: Complete Rendering
    Download Restriction: no
    File URL: http://swoba.hhs.se/hastba/papers/hastba2000_002.ps
    File Function: Complete Rendering
    Download Restriction: no
    ---><---

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Bennett, Roger & Vijaygopal, Rohini & Kottasz, Rita, 2019. "Attitudes towards autonomous vehicles among people with physical disabilities," Transportation Research Part A: Policy and Practice, Elsevier, vol. 127(C), pages 1-17.

    More about this item

    Keywords

    Customer satisfaction; customer familiarity;

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:hhb:hastba:2000_002. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Helena Lundin (email available below). General contact details of provider: https://edirc.repec.org/data/erhhsse.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.