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Anderson, E.W., Fornell, C. and Lehmann, D.R. (1994) Customer Satisfaction, Market Share and Profitability: Findings from Sweden. Journal of Marketing, 58, 53-66. http://dx.doi.org/10.2307/1252310

has been cited by the following article:

  • TITLE: An Integrative Framework for Customizations on Satisfaction: The Case of an Online Jewelry Business in China

    AUTHORS: Vincent Cho, Candy Lau

    KEYWORDS: Customization, Satisfaction, Online Business

    JOURNAL NAME: Journal of Service Science and Management, Vol.7 No.2, April 30, 2014

    ABSTRACT: Upon the technological advancement of production flexibility, supply chain agility, and customer behavioral tracking, many online businesses now develop their customization strategies. In this regard, this study proposes an integrative framework for customization of product information, transaction handling, product attribute, and sales’ service. We are interested in how these customizations affect customer satisfaction. From our web-based survey on a renowned online jewelry company in China, we collected 1383 responses from its customer database. Our findings showed that information, product and sales’ service customizations have significant influence on customer satisfaction. Moreover, ordinary members as compared with VIP members feel more satisfied once they receive customized services.