Analysis of the effect of happiness on customer satisfaction  

Oleh:

Herbas-Torrico, Boris ; Frank, Björn ; Abulaiti, Gulimire ; Enkawa, Takao

Jenis: Article from Proceeding
Dalam koleksi: ANQ Congress 19-22 October 2010 New Delhi, page 1-9.
Topik: Customer Satisfaction; Happiness; Two-Stage Least Squares; Consumption; and Quality
Fulltext: JSQC_Gulimire_Abulait_Analysis_of_the_Effect_of_Happiness.pdf (166.14KB)

Isi artikel

Does people’s happiness influence their evaluation of products and services? This article is an attempt to address this question. Using multi-industry data collected in China, Japan, and Thailand, a non-recursive model of the formation of customer satisfaction is estimated using two-stage least squares regression (2SLS). The results show significant positive bidirectional effects between happiness and customer satisfaction in numerous analyzed countries and industries, supporting the theories discussed in this paper. Based on these results, implications for managers and policy makers are suggested.

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