Beyond Customer Satisfaction: are All Customers Equally Satisfied?

• Dalilis Escobar Rivera ^[1] ; Martí Casadesús Fa ^[1] ; Paulo Alexandre Costa Araújo Sampaio ^[2] ; Alexandra Simon Villar ^[3]
  1. [1] Universitat de Girona

     Universitat de Girona

     Gerona, España

     
  2. [2] Universidade do Minho

     Universidade do Minho

     Braga (São José de São Lázaro), Portugal

     
  3. [3] Universitat Autònoma de Barcelona

     Universitat Autònoma de Barcelona

     Barcelona, España

     

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• Localización: Advances in engineering networks: proceedings of the 12th International Conference on Industrial Engineering and Industrial Management / Rodolfo de Castro Vila (ed. lit.), Gerusa Giménez Leal (ed. lit.), 2020, ISBN 978-3-030-44530-0, págs. 291-302
• Idioma: inglés
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• Resumen

  • This paper analyzes group of customers as part of a study to measure delight in restoration experiences to find differences among satisfied customers, very satisfied customers, and delighted customers. The study has an exploratory character using the two-step cluster analysis,mean differences, and other descriptive statistical analysis. The study finds three groups of customers with different satisfaction states influenced mainly by affective variables.