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- Hallencreutz, J., et al.
(författare)
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Important drivers for customer satisfaction : a Swedish crisis reflection
- 2024
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Ingår i: International Journal of Lean Six Sigma. - : Emerald Publishing. - 2040-4166 .- 2040-4174.
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Tidskriftsartikel (refereegranskat)abstract
- Purpose: The purpose of this study is to examine crisis effects on customer satisfaction and underlying drivers by adding a new set of data to previous research. The core questions are: are the findings from Hallencreutz and Parmler (2019, 2021) sustained or can new customer demands, needs, expectations and behaviours be traced in the wake of the ongoing crisis? Design/methodology/approach: A first study covering 2005–2017 was completed in 2018, published online in 2019 and in print in 2021 (Hallencreutz and Parmler, 2021). This new study adds the years 2018–2023 to the data set and reuses the partial least squares (PLS) approach to structural equation models, also known as PLS path modelling. Findings: This additional study sustains the results from the initial study (Hallencreutz and Parmler, 2019, 2021). The variable product quality has been substituted by service quality as one of the most crucial drivers for customer satisfaction together with brand image, and the current state of permacrisis has not changed that. Research limitations/implications: The study is built on Swedish data from the EPSI Rating Initiative (Eklöf and Westlund 2002) covering customer perceptions in banking, insurance (life and non-life), telco (mobile operators, broadband and Pay-tv) and energy (trade, distribution and heating) over the years 2005–2023. Practical implications: The study emphasizes the importance of understanding how customer satisfaction drivers evolve over time in different industries and societal sectors, especially during crises. This additional study sustains the paradigm shift in the studied industries – product quality has been substituted by service quality as one of the most crucial drivers for customer satisfaction, and the current state of economic downturn has not changed that. Social implications: Society will have to learn to live with political and economic instability and unpredictability for the foreseeable future. To recognize the increasing value deriving from firms’ intangible assets while providing flawless deliveries seems to be a way forward in troublesome times. This is also a catalyst for existing societal trends: the necessary reforms to master sustainable transformations will require an ongoing adaptation process, with both winners and losers across continents. Originality/value: The world has coped with a global pandemic, and Europe is currently experiencing a humanitarian, political and economic crises caused by a war in Ukraine. This extended period of global instability and insecurity could be called a permacrisis (Collins dictionary, 2022). This study offers a unique quantitative analysis built on Swedish data from EPSI Rating initiative.
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| 3. |
- Westin, Love, 1992-, et al.
(författare)
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Inclusion of CSR in the extended performance satisfaction index – new development
- 2024
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Ingår i: Total Quality Management and Business Excellence. - : Informa UK Limited. - 1478-3363 .- 1478-3371.
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Tidskriftsartikel (refereegranskat)abstract
- Companies and organisations apply non-financial performance measures, such as human capital, brand equity and customer assets as corporate brand amplifier as well as to complement indicators of traditional financial measures. It is crucial to understand how companies and organisations may use non-financial assets to create value for their stakeholders. Using customer perception data from the Extended Performance Satisfaction Index (EPSI) Rating database, this study evaluates the relationship between customer satisfaction and corporate social responsibility (CSR). We apply the EPSI model1 and find a positive relationship between CSR and customer satisfaction, mediated by the effect of CSR on company image. Furthermore, there are non-linear relationships between CSR and customer satisfaction, leading to a proposed CSR-effect curve. From a managerial perspective, the effect of CSR on customer satisfaction is a function of the company’s perceived efforts related to CSR. Hence, an improvement in CSR ratings from customers is expected to impact the business’ bottom line, since improvement in customer satisfaction is known to positively impact financial performance.
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| 4. |
- Westin, Love, 1992-, et al.
(författare)
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Sustainable Development as a Driver for Customer Experience
- 2022
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Ingår i: Sustainability. - : MDPI AG. - 2071-1050. ; 14:6
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Tidskriftsartikel (refereegranskat)abstract
- The concept of sustainable development (SD) has become widely accepted among nations, organisations, and individuals. Recent quantitative and conceptual models have indicated relations between stakeholder perspectives of SD, brand image, and customer satisfaction. The purpose of this study is to estimate a Sustainable Development Index (SDI) as an easy applicable survey item which is used to estimate customer perceptions. By applying a PLS path model, comprising of the EPSI models variables and the suggested items of SDI, this study evaluates relationships between aspects of customer experience and customers' perception of SD. The estimated score of SDI is further analysed as an approximate measure of universal SD items applied in the literature. As such, the study contributes to the research community by further integrating customer perception of SD in frameworks measuring customer experience. The study data comprises cross-sectional multi-industrial customer perception data, consisting of 606 final respondents. The results show empirical support of the constructed index relation as an approximate measure of universal SD items and as a driving aspect of the customer experience.
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