News Letters
Special
Session
The Marketing Research SIG of AMA is sponsoring a special session
at the Winter AMA which is being chaired by Wagner Kamakura, University
of Pittsburgh. The details are as follows:
Title:
CUSTOMER SATISFACTION MEASUREMENT AND MODELING
SESSION 1.7:
Sunday February 22, 8:30-10:00am
ROOM: Panhandle
The session focuses on the measurement and modeling of customer
satisfaction. The session will feature three 20-minute presentations
by academic researchers and a 20-minute discussion by two practitioners
from a leading international supplier of customer satisfaction measurement
services, leaving 10 minutes for questions from the audience.
The
first presentation (by Ruth Bolton, University of Maryland) will
focus on the dynamic nature of customer satisfaction, and its measurement
and modeling implications. The second presentation (by Naveen Donthu,
Georgia State University) will also deal with the dynamic nature
of customer satisfaction, through a longitudinal analysis of customer
satisfaction and market performance for a national retail chain.
The third research presentation (by Naresh Maholtra, Georgia Institute
of Technology) will model the simultaneous relationship between
store satisfaction and product satisfaction. The two discussants
(M. Kim Saxton, and Doug Grisaffe, Walker Information) will provide
the practitioner's perspective to the problems of measuring and
modeling customer satisfaction.
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