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  • 1.  cutomer happiness

    Posted 03-27-2010 03:10
    Hello All!
    Can you recommend us a scale of customer happiness (preferably measured
    with various facets)? Thank you in advance!
    Antoinette Weibel


  • 2.  cutomer happiness

    Posted 04-03-2010 11:02
    Hi Antoinette,

    By customer "happiness," are you interested in scales that reflect something closer to customer affect, or customer satisfaction? Both of the following articles include some measure of both customer positive/negative affect, as well as general satisfaction or satisfaction with service quality:

    Pugh, D. S. (2001). Service with a smile: Emotional contagion in the service encounter. Academy of Management Journal, 44, 1018-1027.

    Tan, H. H., Foo, M. D., & Kwek, M. H. (2004). The effects of customer personality traits on the display of positive emotions. Academy of Management Journal, 47, 287-296.

    Best,
    Jessica



    Jessica R. Methot 
    Department of Management
    Warrington College of Business Administration
    University of Florida
    204 Stuzin Hall
    Gainesville, FL 32611-7165
    Office: (352) 392-0102
    Fax: (352) 392-6020


    On Mar 27, 2010, at 3:10 AM, Antoinette Weibel wrote:

    Hello All!
    Can you recommend us a scale of customer happiness (preferably measured
    with various facets)? Thank you in advance!  
    Antoinette Weibel










  • 3.  cutomer happiness

    Posted 04-03-2010 21:17
    Antoinette,
    I'm not sure about a multi-dimensional model of customer happiness. However, if you're trying to tap into consumer attitudes, rather than affect, I would look to Joe Cronin and Mike Brady at Florida State University. They've done some good work evaluating (and differentiating) consumer value, quality, and satisfaction. I suggest Cronin et al. (2000), "Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments," Journal of Retailing.

    Best wishes,

    Tim Munyon

    --------------------------------------
    Timothy P. Munyon, Ph.D.
    Visiting Assistant Professor of Management
    University of Central Florida
    Orlando, FL
    tmunyon@bus.ucf.edu
    (407) 823-1102 - Office
    (407) 823-3725- Fax
    (850) 556-8506- Mobile


    ________________________________________
    From: Organizational Behavior Division Listserv [OB@AOMLISTS.PACE.EDU] On Behalf Of Antoinette Weibel [antoinette.weibel@HOCHSCHULE.LI]
    Sent: Saturday, March 27, 2010 3:10 AM
    To: OB@AOMLISTS.PACE.EDU
    Subject: [OB-LIST] cutomer happiness

    Hello All!
    Can you recommend us a scale of customer happiness (preferably measured
    with various facets)? Thank you in advance!
    Antoinette Weibel


  • 4.  cutomer happiness

    Posted 04-04-2010 04:14
    Antoinette,
    The marketing literature offers a few good sources. Customer Relationship Management, Market Orientation, and one of the commonly used instruments is SERVQAUL. I like the market orientation scale by Narver and Slater or Jaworski and Koli (1990) on Market Orientation versus Sales Orientation scale.
    Cordially,
    Michael

    -=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=- 
    Michael J. Provitera  ¦  Doctor of Business Administration
    Assistant Professor of Organizational Behavior,
    School of Adult and Continuing Education, Barry University
    Academic Coordinator for Undergraduate and Graduate ADM/Business Courses in Miami Dade County and Online/Flex
    Curriculum Oversight for Undergraduate ADM
    18958 S. Dixie Hwy., Miami, Florida 33157
    Phone (305) 969-5833 ¦ Fax (305) 969-5971
    -=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=- 
     
    From: Organizational Behavior Division Listserv [OB@AOMLISTS.PACE.EDU] on behalf of Timothy Munyon [tmunyon@BUS.UCF.EDU]
    Sent: Saturday, April 03, 2010 9:16 PM
    To: OB@AOMLISTS.PACE.EDU
    Subject: Re: [OB-LIST] cutomer happiness

    Antoinette,
    I'm not sure about a multi-dimensional model of customer happiness. However, if you're trying to tap into consumer attitudes, rather than affect, I would look to Joe Cronin and Mike Brady at Florida State University. They've done some good work evaluating (and differentiating) consumer value, quality, and satisfaction. I suggest Cronin et al. (2000), "Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments," Journal of Retailing. 

    Best wishes,

    Tim Munyon

    --------------------------------------
    Timothy P. Munyon, Ph.D.
    Visiting Assistant Professor of Management
    University of Central Florida
    Orlando, FL
    tmunyon@bus.ucf.edu
    (407) 823-1102 - Office
    (407) 823-3725- Fax
    (850) 556-8506- Mobile


    ________________________________________
    From: Organizational Behavior Division Listserv [OB@AOMLISTS.PACE.EDU] On Behalf Of Antoinette Weibel [antoinette.weibel@HOCHSCHULE.LI]
    Sent: Saturday, March 27, 2010 3:10 AM
    To: OB@AOMLISTS.PACE.EDU
    Subject: [OB-LIST] cutomer happiness

    Hello All!
    Can you recommend us a scale of customer happiness (preferably measured
    with various facets)? Thank you in advance!
    Antoinette Weibel