An experimental investigation of halo effects in satisfaction measures of service attributes

An experimental investigation of halo effects in satisfaction measures of service attributes 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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Service Industry Management Emerald Publishing

An experimental investigation of halo effects in satisfaction measures of service attributes

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Publisher
Emerald Publishing
Copyright
Copyright © 1995 MCB UP Ltd. All rights reserved.
ISSN
0956-4233
DOI
10.1108/09564239510091358
Publisher site
See Article on Publisher Site

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.

Journal

International Journal of Service Industry ManagementEmerald Publishing

Published: Aug 1, 1995

Keywords: Customer satisfaction; Research; Service

References

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