Please use this identifier to cite or link to this item:
|Title:||An experimental investigation of halo effects in satisfaction measures of service attributes|
|Authors:||Wirtz, J. |
|Citation:||Wirtz, J., Bateson, J.E.G. (1995). An experimental investigation of halo effects in satisfaction measures of service attributes. International Journal of Service Industry Management 6 (3) : 84-102. ScholarBank@NUS Repository. https://doi.org/10.1108/09564239510091358|
|Abstract:||Many service firms measure satisfaction or quality on an attribute level. Halo effects between attributes have been shown to exist in many contexts mainly in social psychology and human resource management. In marketing, halo effects have been examined nearly exclusively in consumer decision making. Examines for the first time the existence of halo effects in consumer satisfaction. Employs a true experimental design. Expectations and performance of a single service attribute were manipulated and all other attribute levels were held constant. Finds the existence of strong halo effects which could have led to wrong conclusions and managerial actions in an applied context.|
|Source Title:||International Journal of Service Industry Management|
|Appears in Collections:||Staff Publications|
Show full item record
Files in This Item:
There are no files associated with this item.
checked on May 20, 2018
WEB OF SCIENCETM
checked on Apr 18, 2018
checked on May 25, 2018
Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.