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|Title:||The collective effects of product and service quality on customer satisfaction -an empirical study on iPod and iTunes|
|Citation:||Chan, M.C., Ding, Y., Chai, K.H. (2008). The collective effects of product and service quality on customer satisfaction -an empirical study on iPod and iTunes. Proceedings of the 4th IEEE International Conference on Management of Innovation and Technology, ICMIT : 934-939. ScholarBank@NUS Repository. https://doi.org/10.1109/ICMIT.2008.4654492|
|Abstract:||The relationships between quality, customer satisfaction and loyalty have been widely investigated for more than two decades. However, most of these studies focus on a pure product or a pure service setting. This study hopes to fill the gap by investigating the effects of product and service quality on customer satisfaction and loyalty based on a holistic view. Results from an empirical study on iPod and iTunes show that service quality will greatly influence the impact of product quality on customer satisfaction and software, either as a core product or complementary component. ©2008 IEEE.|
|Source Title:||Proceedings of the 4th IEEE International Conference on Management of Innovation and Technology, ICMIT|
|Appears in Collections:||Staff Publications|
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