Customer satisfaction analysis: Identification of key drivers

被引：58

作者：

Conklin, M ^{[1
]}

Powaga, K ^{[1
]}

Lipovetsky, S ^{[1
]}

机构：

[1] Custom Res Inc, Minneapolis, MN 55427 USA

来源：

EUROPEAN JOURNAL OF OPERATIONAL RESEARCH | 2004年 / 154卷 / 03期

关键词：

customer satisfaction; Kano theory; cooperative games; shapley value; attributable risk;

D O I：

10.1016/S0377-2217(02)00877-9

中图分类号：

C93 [管理学];

学科分类号：

12 ; 1201 ; 1202 ; 120202 ;

摘要：

A problem of identifying key drivers in customer satisfaction analysis is considered in relation to Kano theory on the relationship between product quality and customer satisfaction using tools from cooperative game theory and risk analysis. We use Shapley value and attributable risk techniques to identify priorities of key drivers of customer satisfaction, or key dissatisfiers and key enhancers. We demonstrate the theoretical and practical advantages of Shapley value and attributable risk concepts in elaborating optimal marketing strategy. (C) 2003 Elsevier B.V. All rights reserved.

引用

页码：819 / 827

页数：9

共 29 条

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[2]

[Anonymous], 1986, MARKETING IMAGINATIO

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