Relationship between the components of product/service quality and the customers’ emotions and satisfaction

The purpose of this paper is to study the links between quality and consumers’ emotions and eventually with their satisfaction. There is mounting evidence that, while quality evaluation may be strictly cognitive, satisfaction gauges customers’ emotions towards the product/service provider’s performa...

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Detalles Bibliográficos
Autores: Meirovich, Gavriel, Bahnan, Nisreen
Tipo de recurso: artículo
Fecha de publicación:2008
País:España
Institución:Universitat Politècnica de Catalunya (UPC)
Repositorio:UPCommons. Portal del coneixement obert de la UPC
Idioma:inglés
OAI Identifier:oai:upcommons.upc.edu:2099/7059
Acceso en línea:https://hdl.handle.net/2099/7059
Access Level:acceso abierto
Palabra clave:Quality assurance
Design quality
Conformance quality
Consumers emotions
Consumers satisfaction
Control de qualitat
Àrees temàtiques de la UPC::Economia i organització d'empreses::Gestió de la qualitat
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spelling Relationship between the components of product/service quality and the customers’ emotions and satisfactionMeirovich, GavrielBahnan, NisreenQuality assuranceDesign qualityConformance qualityConsumers emotionsConsumers satisfactionControl de qualitatÀrees temàtiques de la UPC::Economia i organització d'empreses::Gestió de la qualitatThe purpose of this paper is to study the links between quality and consumers’ emotions and eventually with their satisfaction. There is mounting evidence that, while quality evaluation may be strictly cognitive, satisfaction gauges customers’ emotions towards the product/service provider’s performance. The existing approaches used in measuring quality have certain limitations. This study introduces two components of total quality structure – quality of design and quality of conformance – for analysis of the link between quality and customer emotions. Undergraduate college students were surveyed in regard to four scenarios for food establishments. Respondents were asked to select, from a pre-tested list of emotions, those arising from these scenarios. The equality of means of the valence and the intensity of emotions among the four scenarios were tested using ANOVA and Scheffe paired comparisons. The results show that there is a significant relationship between possible combinations of two quality dimensions and customers’ affective responses in terms of both their valence and intensity. Important managerial implications are discussedPeer ReviewedSchool of Industrial and Aeronautic Engineering of Terrassa (ETSEIAT). Universitat Politècnica de Catalunya (UPC)20082008-12-0120092009-01-15journal articlehttp://purl.org/coar/resource_type/c_6501NAhttp://purl.org/coar/version/c_be7fb7dd8ff6fe43info:eu-repo/semantics/articleapplication/pdfhttps://hdl.handle.net/2099/7059reponame:UPCommons. Portal del coneixement obert de la UPCinstname:Universitat Politècnica de Catalunya (UPC)Inglésengopen accesshttp://purl.org/coar/access_right/c_abf2Attribution-NonCommercial 3.0 Spainhttp://creativecommons.org/licenses/by-nc/3.0/es/info:eu-repo/semantics/openAccessoai:upcommons.upc.edu:2099/70592026-05-27T15:37:01Z
dc.title.none.fl_str_mv Relationship between the components of product/service quality and the customers’ emotions and satisfaction
title Relationship between the components of product/service quality and the customers’ emotions and satisfaction
spellingShingle Relationship between the components of product/service quality and the customers’ emotions and satisfaction
Meirovich, Gavriel
Quality assurance
Design quality
Conformance quality
Consumers emotions
Consumers satisfaction
Control de qualitat
Àrees temàtiques de la UPC::Economia i organització d'empreses::Gestió de la qualitat
title_short Relationship between the components of product/service quality and the customers’ emotions and satisfaction
title_full Relationship between the components of product/service quality and the customers’ emotions and satisfaction
title_fullStr Relationship between the components of product/service quality and the customers’ emotions and satisfaction
title_full_unstemmed Relationship between the components of product/service quality and the customers’ emotions and satisfaction
title_sort Relationship between the components of product/service quality and the customers’ emotions and satisfaction
dc.creator.none.fl_str_mv Meirovich, Gavriel
Bahnan, Nisreen
author Meirovich, Gavriel
author_facet Meirovich, Gavriel
Bahnan, Nisreen
author_role author
author2 Bahnan, Nisreen
author2_role author
dc.subject.none.fl_str_mv Quality assurance
Design quality
Conformance quality
Consumers emotions
Consumers satisfaction
Control de qualitat
Àrees temàtiques de la UPC::Economia i organització d'empreses::Gestió de la qualitat
topic Quality assurance
Design quality
Conformance quality
Consumers emotions
Consumers satisfaction
Control de qualitat
Àrees temàtiques de la UPC::Economia i organització d'empreses::Gestió de la qualitat
description The purpose of this paper is to study the links between quality and consumers’ emotions and eventually with their satisfaction. There is mounting evidence that, while quality evaluation may be strictly cognitive, satisfaction gauges customers’ emotions towards the product/service provider’s performance. The existing approaches used in measuring quality have certain limitations. This study introduces two components of total quality structure – quality of design and quality of conformance – for analysis of the link between quality and customer emotions. Undergraduate college students were surveyed in regard to four scenarios for food establishments. Respondents were asked to select, from a pre-tested list of emotions, those arising from these scenarios. The equality of means of the valence and the intensity of emotions among the four scenarios were tested using ANOVA and Scheffe paired comparisons. The results show that there is a significant relationship between possible combinations of two quality dimensions and customers’ affective responses in terms of both their valence and intensity. Important managerial implications are discussed
publishDate 2008
dc.date.none.fl_str_mv 2008
2008-12-01
2009
2009-01-15
dc.type.none.fl_str_mv journal article
http://purl.org/coar/resource_type/c_6501
NA
http://purl.org/coar/version/c_be7fb7dd8ff6fe43
dc.type.openaire.fl_str_mv info:eu-repo/semantics/article
format article
dc.identifier.none.fl_str_mv https://hdl.handle.net/2099/7059
url https://hdl.handle.net/2099/7059
dc.language.none.fl_str_mv Inglés
eng
language_invalid_str_mv Inglés
language eng
dc.rights.none.fl_str_mv open access
http://purl.org/coar/access_right/c_abf2
Attribution-NonCommercial 3.0 Spain
http://creativecommons.org/licenses/by-nc/3.0/es/
dc.rights.openaire.fl_str_mv info:eu-repo/semantics/openAccess
rights_invalid_str_mv open access
http://purl.org/coar/access_right/c_abf2
Attribution-NonCommercial 3.0 Spain
http://creativecommons.org/licenses/by-nc/3.0/es/
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv School of Industrial and Aeronautic Engineering of Terrassa (ETSEIAT). Universitat Politècnica de Catalunya (UPC)
publisher.none.fl_str_mv School of Industrial and Aeronautic Engineering of Terrassa (ETSEIAT). Universitat Politècnica de Catalunya (UPC)
dc.source.none.fl_str_mv reponame:UPCommons. Portal del coneixement obert de la UPC
instname:Universitat Politècnica de Catalunya (UPC)
instname_str Universitat Politècnica de Catalunya (UPC)
reponame_str UPCommons. Portal del coneixement obert de la UPC
collection UPCommons. Portal del coneixement obert de la UPC
repository.name.fl_str_mv
repository.mail.fl_str_mv
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score 15.301603

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