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Management article
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Reference no. AMSJ16-25
Published by: Allied Business Academies
Published in: "Academy of Marketing Studies Journal", 2012
Length: 7 pages

Abstract

In this paper we propose a simulated approach to model empirical customer satisfaction data in a B2B setting for medium technology offerings. The model is compared to empirical customer satisfaction response data to examine fit. Our model suggests that customer satisfaction response in this setting should be characterized as separate distributions for satisfied and dissatisfied customers. Research and managerial implications are discussed.

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Abstract

In this paper we propose a simulated approach to model empirical customer satisfaction data in a B2B setting for medium technology offerings. The model is compared to empirical customer satisfaction response data to examine fit. Our model suggests that customer satisfaction response in this setting should be characterized as separate distributions for satisfied and dissatisfied customers. Research and managerial implications are discussed.

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