Abstract
This research aims to develop an attribute thresholds multinomial logit model to evaluate satisfaction matrix resulting in satisfaction paradox in B2B settings. High-tech manufacturers’ choice on air express for product shipment is chosen as a case study. Based on the 124 samples collected, the study concludes that the satisfaction paradox appears in the business to business settings. The significance of satisfaction measurement that affects customer choice is not positively associated with the significance of customer reservation to rebuy the service. By examining the relationship between importance of satisfaction (IOS) and reservation of satisfaction (ROS), we developed an indicator to illustrate the significance of satisfaction paradox. These satisfaction attributes are all moderated by customer relationship and customer characteristics.
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Acknowledgments
Special thanks to the National Science Council of Taiwan for grant (No. 98-2410-H-005-009-MY3).
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Tsai, MC., Yang, CW., Cheng, CY. (2013). Examining Satisfaction Paradox of Industrial Behavior: Case of High-tech Firms Using Air Express. In: Qi, E., Shen, J., Dou, R. (eds) The 19th International Conference on Industrial Engineering and Engineering Management. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-38442-4_41
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DOI: https://doi.org/10.1007/978-3-642-38442-4_41
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