Please use this identifier to cite or link to this item:
|Title:||The collective effects of product and service quality on customer satisfaction -an empirical study on iPod and iTunes|
|Source:||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|
Show full item record
Files in This Item:
There are no files associated with this item.
WEB OF SCIENCETM
checked on Nov 19, 2017
checked on Dec 17, 2017
Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.