IDEAS home Printed from https://ideas.repec.org/a/spr/soinre/v138y2018i1d10.1007_s11205-017-1664-7.html
   My bibliography  Save this article

Importance Weighting in Client Satisfaction Measures: Lessons from the Life Satisfaction Literature

Author

Listed:
  • Chang-ming Hsieh

    (Jane Addams College of Social Work, University of Illinois at Chicago)

Abstract

This article examines the role of perceived importance of service elements, or importance weighting, in client satisfaction measures. Drawing on the debate over importance weighting in the life satisfaction literature, this article assesses the adequacy of and the need for importance weighting in client satisfaction measures. Based on a client satisfaction survey (N = 156), the current study explored (1) whether or not all service elements of homecare services were considered equally important, and (2) whether or not the relationships between overall satisfaction with homecare services and satisfaction with various service elements of homecare services varied significantly across perceived importance of service elements. Findings showed that (1) not all service elements of homecare services were considered equally important, and (2) relationships between overall satisfaction with homecare services and satisfaction with various service elements of homecare services varied significantly across perceived importance of service elements. The findings support the incorporation of perceived importance of service elements into client satisfaction measures.

Suggested Citation

  • Chang-ming Hsieh, 2018. "Importance Weighting in Client Satisfaction Measures: Lessons from the Life Satisfaction Literature," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 138(1), pages 45-60, July.
    • Handle: RePEc:spr:soinre:v:138:y:2018:i:1:d:10.1007_s11205-017-1664-7
    DOI: 10.1007/s11205-017-1664-7
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s11205-017-1664-7
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1007/s11205-017-1664-7?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Chang-ming Hsieh, 2012. "Should We Give Up Domain Importance Weighting in QoL Measures?," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 108(1), pages 99-109, August.
    2. Chang-ming Hsieh, 2013. "Issues in Evaluating Importance Weighting in Quality of Life Measures," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 110(2), pages 681-693, January.
    3. Williams, Larry J. & Brown, Barbara K., 1994. "Method Variance in Organizational Behavior and Human Resources Research: Effects on Correlations, Path Coefficients, and Hypothesis Testing," Organizational Behavior and Human Decision Processes, Elsevier, vol. 57(2), pages 185-209, February.
    4. Chia-huei Wu & Grace Yao, 2007. "Importance has been Considered in Satisfaction Evaluation: an Experimental Examination of Locke’s Range-of-affect Hypothesis," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 81(3), pages 521-541, May.
    5. Ruggeri, Mirella & Greenfield, Thomas K., 1995. "The Italian version of the service satisfaction scale (SSS-30) adapted for community-based psychiatric patients: Development, factor analysis and application," Evaluation and Program Planning, Elsevier, vol. 18(2), pages 191-202.
    6. Chang-ming Hsieh, 2016. "Domain Importance in Subjective Well-Being Measures," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 127(2), pages 777-792, June.
    7. Chia-huei Wu, 2008. "Examining the appropriateness of importance weighting on satisfaction score from range-of-affect hypothesis: hierarchical linear modeling for within-subject data," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 86(1), pages 101-111, March.
    8. Chang-ming Hsieh, 2004. "Income and Financial Satisfaction among Older Adults in the United States," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 66(3), pages 249-266, May.
    9. Lara Russell & Anita Hubley & Anita Palepu & Bruno Zumbo, 2006. "Does Weighting Capture What’s Important? Revisiting Subjective Importance Weighting with a Quality of Life Measure," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 75(1), pages 141-167, January.
    10. Chia-Huei Wu, 2008. "Can We Weight Satisfaction Score with Importance Ranks Across Life Domains?," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 86(3), pages 469-480, May.
    11. Robert Cummins, 1996. "The domains of life satisfaction: An attempt to order chaos," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 38(3), pages 303-328, January.
    12. Chia-Huei Wu & Lung Chen & Ying-Mei Tsai, 2009. "Investigating Importance Weighting of Satisfaction Scores from a Formative Model with Partial Least Squares Analysis," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 90(3), pages 351-363, February.
    13. Chia-Huei Wu & Grace Yao, 2006. "Do We Need to Weight Satisfaction Scores with Importance Ratings in Measuring Quality of Life?," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 78(2), pages 305-326, September.
    14. Jorge Guardiola & Andrés Picazo-Tadeo, 2014. "Building Weighted-Domain Composite Indices of Life Satisfaction with Data Envelopment Analysis," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 117(1), pages 257-274, May.
    15. Chang-ming Hsieh, 2003. "Counting Importance: The Case of Life Satisfaction and Relative Domain Importance," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 61(2), pages 227-240, February.
    16. Nguyen, Tuan D. & Attkisson, C. Clifford & Stegner, Bruce L., 1983. "Assessment of patient satisfaction: Development and refinement of a Service Evaluation Questionnaire," Evaluation and Program Planning, Elsevier, vol. 6(3-4), pages 299-313, January.
    17. Mariano Rojas, 2006. "Life satisfaction and satisfaction in domains of life: is it a simple relationship?," Journal of Happiness Studies, Springer, vol. 7(4), pages 467-497, November.
    18. Arne Mastekaasa, 1984. "Multiplicative and additive models of job and life satisfaction," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 14(2), pages 141-163, February.
    19. Chia-Huei Wu & Grace Yao, 2006. "Do We Need to Weight Item Satisfaction by Item Importance? A Perspective from Locke’s Range-Of-Affect Hypothesis," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 79(3), pages 485-502, December.
    Full references (including those not matched with items on IDEAS)

    Citations

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


    Cited by:

    1. Akinori Kitsuki & Shunsuke Managi, 2023. "Importance Weighting in Subjective Well-Being Measures: Using Marginal Utilities as Weights for Domain Satisfaction," Journal of Happiness Studies, Springer, vol. 24(3), pages 1101-1120, March.
    2. C. O. Henriques & L. A. Lopez-Agudo & O. D. Marcenaro-Gutierrez & M. Luque, 2021. "Reaching Compromises in Workers’ Life Satisfaction: A Multiobjective Interval Programming Approach," Journal of Happiness Studies, Springer, vol. 22(1), pages 207-239, January.
    3. Chang-ming Hsieh, 2022. "Are all Life Domains Created Equal? Domain Importance Weighting in Subjective Well-Being Research," Applied Research in Quality of Life, Springer;International Society for Quality-of-Life Studies, vol. 17(3), pages 1909-1925, June.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Chang-ming Hsieh, 2016. "Domain Importance in Subjective Well-Being Measures," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 127(2), pages 777-792, June.
    2. Chang-ming Hsieh & Qiguang Li, 2022. "Importance Weighting in the Domain-of-Life Approach to Subjective Well-Being: the Consideration of Age," Applied Research in Quality of Life, Springer;International Society for Quality-of-Life Studies, vol. 17(2), pages 525-540, April.
    3. Akinori Kitsuki & Shunsuke Managi, 2023. "Importance Weighting in Subjective Well-Being Measures: Using Marginal Utilities as Weights for Domain Satisfaction," Journal of Happiness Studies, Springer, vol. 24(3), pages 1101-1120, March.
    4. Chang-ming Hsieh, 2014. "Throwing the Baby Out with the Bathwater: Evaluation of Domain Importance Weighting in Quality of Life Measurements," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 119(1), pages 483-493, October.
    5. Chang-ming Hsieh, 2013. "Issues in Evaluating Importance Weighting in Quality of Life Measures," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 110(2), pages 681-693, January.
    6. Chang-ming Hsieh, 2022. "Are all Life Domains Created Equal? Domain Importance Weighting in Subjective Well-Being Research," Applied Research in Quality of Life, Springer;International Society for Quality-of-Life Studies, vol. 17(3), pages 1909-1925, June.
    7. Chang-Ming Hsieh, 2012. "Importance is Not Unimportant: The Role of Importance Weighting in QOL Measures," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 109(2), pages 267-278, November.
    8. Ssu-Kuang Chen & Sunny Lin, 2014. "The Latent Profiles of Life Domain Importance and Satisfaction in a Quality of Life Scale," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 116(2), pages 429-445, April.
    9. Chang-ming Hsieh, 2012. "Should We Give Up Domain Importance Weighting in QoL Measures?," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 108(1), pages 99-109, August.
    10. M. Joseph Sirgy & Min Young Kim & Mohsen Joshanloo & Dong-Jin Lee & Michael Bosnjak, 2020. "The Relationship Between Domain Satisfaction and Domain Importance: The Moderating Role of Depression," Journal of Happiness Studies, Springer, vol. 21(6), pages 2007-2030, August.
    11. Chang-ming Hsieh & Qiguang Li & Houchao Lyu, 2020. "A Comparison of Normalized and Non-Normalized Multiplicative Subjective Importance Weighting in Quality of Life Measurement," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 152(2), pages 637-651, November.
    12. Chia-Huei Wu & Lung Chen & Ying-Mei Tsai, 2009. "Investigating Importance Weighting of Satisfaction Scores from a Formative Model with Partial Least Squares Analysis," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 90(3), pages 351-363, February.
    13. Chang-ming Hsieh, 2019. "Importance of Health and Relative Importance of Satisfaction with One’s Own Health: A Case of Frail Immigrant Older Adults," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 143(1), pages 81-93, May.
    14. Jorge Guardiola & Andrés Picazo-Tadeo, 2014. "Building Weighted-Domain Composite Indices of Life Satisfaction with Data Envelopment Analysis," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 117(1), pages 257-274, May.
    15. Chia-Huei Wu & Cheng-Ta Yang & Li-Na Huang, 2014. "On the Predictive Effect of Multidimensional Importance-Weighted Quality of Life Scores on Overall Subjective Well-Being," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 115(3), pages 933-943, February.
    16. Jorge Guardiola & Andrés J. Picazo-Tadeo, 2013. "Weighting life domains with Data Envelopment Analysis," Working Papers 1311, Department of Applied Economics II, Universidad de Valencia.
    17. Chang-ming Hsieh, 2017. "Health, Quality of Homecare Services and Quality of Life: A Case of Frail Older Immigrant Adults," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 134(2), pages 711-723, November.
    18. Chia-Huei Wu, 2008. "Can We Weight Satisfaction Score with Importance Ranks Across Life Domains?," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 86(3), pages 469-480, May.
    19. Tsung-Chi Cheng & Chao-Yin Lin & Shu-Chen Wang, 2023. "Exploring factors related to agreement between importance and satisfaction of subjective well-being indicators: evidence from Taiwan," Quality & Quantity: International Journal of Methodology, Springer, vol. 57(3), pages 2811-2839, June.
    20. Anthony Bardo & Takashi Yamashita, 2014. "Validity of Domain Satisfaction Across Cohorts in the US," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 117(2), pages 367-385, June.

    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:spr:soinre:v:138:y:2018:i:1:d:10.1007_s11205-017-1664-7. 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.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with 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: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    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.