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Customer satisfaction: A multi-level framework

delete2026-07-18
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OA
AI
V
Vikas Mittal
S
Sonam Singh
A
Ashwin Malshe *
DOI：10.1007/s11747-026-01175-zdelete
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摘要

摘要

En 中文
客户满意度（CSAT）是理论与实践中的核心构念；然而，其作为战略资源的作用常被低估。本文综合了CSAT研究的概念基础、测量方法、实证发现和管理应用。本文将CSAT定义为消费者在消费后对是否获得所承诺价值的评价性判断，并将其与相关构念（如服务质量、参与度、忠诚度、体验和价值）区分开来。基于多种量表和跨消费者人口统计特征的比较研究，我们证明广泛使用的CSAT测量方法表现出较强的聚合效度。对CSAT研究演变的回顾突出了结果框架的多层次性质，提供了个体、企业和行业层面的见解。此外，我们使用包含1,126个品牌超过2.85亿评分的大规模数据集，复制并扩展了先前的元分析证据，表明CSAT与客户心态指标、财务结果和股票市场表现存在稳健关联。最后，我们开发了微观、中观和宏观层面的概念框架，并概述了面向未来的多层次研究议程，以振兴CSAT学术研究和实践。
Keyword:
Customer satisfaction
Multi-level framework
Financial performance
Strategy
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期刊

Journal of the Academy of Marketing Science 封面图
Journal of the Academy of Marketing Science
IF:
10.1
论文数:
3.5K
被引数:
3.1W

机构

J
Jones Graduate School of Business
学者数:
4
论文数: 4
被引数: 1
A
Alvarez College of Business
学者数:
3
论文数: 3
被引数: 1
M
Muma College of Business
学者数:
0
论文数: 1
被引数: 1
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引用论文

引用论文

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