An Examination of the Quality and Context-Specific Applicability of Commonly Used Customer Satisfaction Measures

  title={An Examination of the Quality and Context-Specific Applicability of Commonly Used Customer Satisfaction Measures},
  author={Jochen Wirtz and Meng Chung Lee},
  journal={Journal of Service Research},
  pages={345 - 355}
The authors catalogued commonly used satisfaction measures and then examined their reliability and explained variance. Furthermore, they explored the notion that affective measures may be better in capturing satisfaction with predominantly hedonic products, whereas cognitive measures may be better for products with mostly utilitarian benefits. To do this, the authors examined all measures in a hedonic and utilitarian service context. The authors found that a six-item 7-point semantic… 

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Cognition vs affect in measures of job satisfaction.
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Evidence suggests that conventional measures of job satisfaction reflect primarily cognitive evaluation rather than affective state or hedonic tone, and questions are raised concerning the appropriate means of measuring affect.