Idea Fest: Attribute versus Anchor based approaches to customer satisfaction- An integrated perspective
October 23 at 12:30 pm - 2:00 pm
Join the Faculty of Management for Idea Fest – a series of events designed to spark creativity and innovation.
This dynamic forum brings together students, faculty, and industry experts to explore cutting-edge ideas and advancements. Through engaging talks, interactive workshops, and collaborative discussions, participants delve into the latest trends and breakthroughs, fostering intellectual curiosity and interdisciplinary exchange. Idea Fest is not just a series of lectures, but a hands-on experience with thought leaders that encourages creative problem-solving and visionary thinking.
Attribute versus Anchor based approaches to customer satisfaction- An integrated perspective
Presented by: Dr. Wynne Chin, C. T. Bauer Professor of Decision and Information Sciences in the C.T. Bauer College of Business at the University of Houston
This talk will focus on nearly two decades of research by Dr. Chin on understanding satisfaction formation within an Information Systems context. Both attribute and anchor-based approaches will be presented along with a first attempt on how to integrate these two perspectives. For the attribute-based approach, the role of IS service satisfaction is introduced as a potential factor in forming overall satisfaction. For anchor-based models, this talk suggests the need to consider other anchors beside prior-expectation. Furthermore, among the 7 approaches for assessing anchor-based judgements, the efficacy of a new modified affect percept (MEPD) approach will be presented.
