Dimensions of consumer satisfaction/dissatisfaction with services: The case of electric utilities |
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Authors: | William O. Bearden Ph.D. Richard M. Durand Ph.D. J. Barry Mason Ph.D. Jesse E. Tell Ph.D. |
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Affiliation: | (1) University of South Carolina, South Carolina, USA;(2) University of Alabama, Alabama, USA |
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Abstract: | This paper reports the results of research designed to explore the dimensions of consumer satisfaction/dissatisfaction with various aspects of electric utility company performance and to develop psychographic, demographic, political orientation and media usage profiles of these satisfied/dissatisfied persons. Distinct differences between the two groups emerged which are not totally consistent with previous findings about consumers dissatisfied with tangible products. Directions for future research are suggested. |
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