- Written by Ronald van Haaften
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1.2.3 Central questions.
In continuation on the objective, a conceptual model has been formed and three central questions have been formulated with additional sub questions:
- Which are the criteria for appraisal of customer satisfaction and how to classify these into antecedents?
- 1.1. Which general characteristics of customer satisfaction can be defined?
- 1.2. Which criteria can be drawn from the theory of customer satisfaction?
- 1.3. How to classify the criteria of customer satisfaction into antecedents?
- Which are the interdependencies of customer satisfaction models?
- 2.1. To what extent do causal customer satisfaction models meet the assessed criteria and antecedents?
- 2.2. How can the customer satisfaction be measured
- What are the results of the comparison of different causal customer satisfaction models? 3.1. Which are the most important similarities and differences among the models?
- 3.2. Which conclusions can be drawn out of the results?
- 3.3. Which recommendations can lead to improvement of customer satisfaction and the effectiveness and efficiency of business development?
1.2.4 Research limitations
I have chosen to study public academic papers, thesis and dissertations on the basis of the latest scientific literature as published by the most influential experts of customer satisfaction theory. I will not try to achieve a comprehensive summary of customer satisfaction in all facets. The playing field of customer satisfaction is simply too broad and too deep.
With a strong focus on my research questions, I will limit myself to the most relevant theory of customer satisfaction, which could contribute to B2B organisations. This does not mean that I allow myself to restrict my research to the extent of what I am familiar with.