Measuring customer satisfaction in the fast food industry: a cross-national approach

Article Abstract:

The article identifies two customer satisfaction dimensions derived from cross-cultural research on fast food restaurants. These are service setting satisfaction and personal service satisfaction. Implications for both domestic and foreign service quality management are discussed.

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Customer satisfaction should not be the only goal

Article Abstract:

The article differentiates between customer satisfaction and attitudinal loyalty, and identifies instances in which satisfaction does not produce loyalty. Data are drawn from 267 businesses assessing their satisfaction and loyalty intentions toward an advertising agency.

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Rock on! An elementary model of customer satisfaction with musical performances

Article Abstract:

Research indicates that consumers judge musical performances based on both performance elements and the setting. Implications for improving event success based on these findings are discussed.

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