How to measure the asymmetric relationship between attribute-level performance and overall satisfaction?
Abstract:
Measuring the asymmetric impact of attributes on overall satisfaction is a research topic of growing interest. The objective of this paper is to compare the predictive validity of five methods. A two-step methodology is used. First, using the Delphi method, experts are asked to characterize eight attributes. Then, this characterization, considered as a norm, is compared to the classifications obtained by each of the five methods from a sample of 1,489 respondents. A hierarchy is finally proposed. The work presented was carried out within the framework of a research partnership with R&D at EDF (Electricite de France).
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