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Customer Familiarity and its Effects on Expectations, Performance Perceptions, and Satisfaction: A Longitudinal Study

Author

Listed:
  • Lundberg, Elisabeth

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

  • Rzasnicki, Valérie

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

  • Söderlund, Magnus

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

Abstract

This paper examines the effects of customer familiarity (i.e. the number of previous consumption-related experiences) on a) expectations prior to the consumption of a service, b) performance perceptions after the consumption, and c) satisfaction after the consumption. Data collected in a longitudinal study of a tour operator's customers who took part in a trip to the same destination shows that familiarity is unrelated to expectations, but negatively and significantly associated with performance perceptions and satisfaction.

Suggested Citation

  • Lundberg, Elisabeth & Rzasnicki, Valérie & Söderlund, Magnus, 2000. "Customer Familiarity and its Effects on Expectations, Performance Perceptions, and Satisfaction: A Longitudinal Study," SSE/EFI Working Paper Series in Business Administration 2000:3, Stockholm School of Economics.
    • Handle: RePEc:hhb:hastba:2000_003
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    More about this item

    Keywords

    Customer familiarity; expectations; performance perceptions; customer satisfaction;
    All these keywords.

    JEL classification:

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

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