Please use this identifier to cite or link to this item: https://doi.org/10.1108/09564239510091358
Title: An experimental investigation of halo effects in satisfaction measures of service attributes
Authors: Wirtz, J. 
Bateson, J.E.G.
Keywords: Customer satisfaction
Research
Service
Issue Date: 1995
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
URI: http://scholarbank.nus.edu.sg/handle/10635/45138
ISSN: 09564233
DOI: 10.1108/09564239510091358
Appears in Collections:Staff Publications

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