Customer satisfaction and consumer expenditure in selected European countries

Matthew C.H. Yeung (First Author), Junsong Chen (Participant Author), Bala Ramasamy (Participant Author), Stan Paliwoda (Participant Author)

科研成果: 期刊稿件期刊论文

18 引用 (Web of Science)

摘要

The relationship between customer satisfaction and company performance has been extensively researched at both the consumer and firm levels. However, little is known about the impact of customer satisfaction at the economy-wide level, especially in Europe. This study aims to link customer satisfaction to personal consumption expenditure using panel data collected from 1999 to 2011 and covering nine European countries. Our findings suggest a significant relationship between customer satisfaction and consumer expenditure in these countries. In addition, economic structure, culture, political economy and socio-economic factors have been examined to understand the impact of cross-country differences on this relationship. The results reflect the importance of satisfied consumers on the economy as a whole; thus, efforts at boosting customer satisfaction should become a national agenda. ?? 2013 Elsevier B.V.
源语言英语
页(从-至)406-416
期刊International Journal of Research in Marketing
30
4
DOI
出版状态已出版 - 2013

Corresponding author email

chenjunsong@hotmail.com

关键词

  • Customer satisfaction
  • Customer satisfaction index (CSI)
  • Economic freedom
  • Personal consumption expenditure (PCE)
  • Self-expressive values
  • Service economy

成果物的来源

  • ABDC-A*
  • Scopus
  • SSCI

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