@inproceedings{bcf235c01bcb4a7cb21e92f281c3c349,
title = "Could satisfaction be compared across customers? Some opposite evidences from China",
abstract = "Though the debate of interpersonal comparisons of satisfaction lasts for a long time, few researchers focus their attentions on whether the comparisons are empirically meaningful. This paper carries out two empirical studies to examine this issue and find that there are some validity threats when we compare customer satisfaction across customer groups without first considering the basic differences among these groups. The results in this study give some challenges to those that take customer satisfaction as a type of measurement for evaluating the performance of individuals and economic sectors.",
keywords = "Customer Satisfaction, Interpersonal Comparison, Latent Construct",
author = "Jinsong Huang and Rang Chen",
year = "2009",
doi = "10.1109/ICSSSM.2009.5174845",
language = "英语",
isbn = "9781424436620",
series = "Proceedings of the 2009 6th International Conference on Service Systems and Service Management, ICSSSM '09",
pages = "6--10",
booktitle = "Proceedings of the 2009 6th International Conference on Service Systems and Service Management, ICSSSM '09",
note = "2009 6th International Conference on Service Systems and Service Management, ICSSSM '09 ; Conference date: 08-06-2009 Through 10-06-2009",
}