Quote
W. Müller, "Gerechtigkeitstheoretische Modelle zur Kundenzufriedenheit," 2004.
Content
According to Wilkie (1990, p. 622), customer satisfaction research is one of the most intensively researched fields in marketing science. It is therefore not surprising that customer satisfaction theory is currently characterized by an unconnected coexistence of different theoretical approaches, an almost unmanageable variety of operationalization variants of the central influencing variables as well as final behavioural reactions of the satisfaction judgement and, last but not least, by a wealth of empirical findings, some of which are contradictory to each other. The following article takes this heterogeneous state of research as its starting point, with the aim of first systematizing the various satisfaction theories, then working out the conceptual foundations of the hitherto neglected justice theory models and finally presenting the exchange theory approach of Thibaut/Kelley, which can serve as an integrative frame of reference for the further development of customer satisfaction theory.
Keywords
Customer satisfaction
Consumer satisfaction