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The Economic Research Institute, Stockholm School of Economics SSE/EFI Working Paper Series in Business Administration

No 2000:3:
Customer Familiarity and its Effects on Expectations, Performance Perceptions, and Satisfaction: A Longitudinal Study

Elisabeth Lundberg (), Valérie Rzasnicki and Magnus Söderlund ()

Abstract: This paper examines the effects of customer familiarity (i.e. the number of previous consumption-related experiences) on a) expectations prior to the consumption of a service, b) performance perceptions after the consumption, and c) satisfaction after the consumption. Data collected in a longitudinal study of a tour operator's customers who took part in a trip to the same destination shows that familiarity is unrelated to expectations, but negatively and significantly associated with performance perceptions and satisfaction.

Keywords: Customer familiarity; expectations; performance perceptions; customer satisfaction; (follow links to similar papers)

JEL-Codes: M31; (follow links to similar papers)

7 pages, March 8, 2000

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