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dc.contributor.authorBrint, A.
dc.contributor.authorFry, John
dc.date.accessioned2020-01-05T11:28:10Z
dc.date.accessioned2020-01-13T12:41:55Z
dc.date.available2020-01-05T11:28:10Z
dc.date.available2020-01-13T12:41:55Z
dc.date.issued2020
dc.identifier.citationBrint A and Fry J (2020) Regional bias when benchmarking services using customer satisfaction scores. Total Quality Management & Business Excellence. Accepted for Publication.en_US
dc.identifier.urihttp://hdl.handle.net/10454/17566
dc.descriptionYesen_US
dc.description.abstractRegional monopoly service organisations such as electricity, gas and water distributors, health trusts, public transport, and local government are subject to regulatory oversight. A common element in this is benchmarking an organisation against similar organisations based in different regions. Customer satisfaction is often an important part of this competitive benchmarking. However, if people from different regions give a different average satisfaction score for the same experience, then this disadvantages some companies. Therefore, regional satisfaction was investigated in an environment where differences in customer service levels are controlled for. The average online satisfaction ratings people from different regions of the UK gave to the same overseas holiday hotels were investigated. The 24,154 ratings were analysed using linear mixed effects and ordinal models. The average ratings given by people from the London region were significantly lower than those from elsewhere. Regional correction factors are developed and applied to published satisfaction ratings for electricity distributors. The adjustment was sufficient to move the London distributor from the penalty category to a borderline position. Hence, customer satisfaction ratings should be used cautiously when benchmarking regional organisations. This investigation of the potential for regional bias contributes to the large literature on customer satisfaction and behavioural intentions.en_US
dc.language.isoenen_US
dc.relation.isreferencedbyhttps://doi.org/10.1080/14783363.2019.1568867en_US
dc.rights© 2019 Informa UK Limited, trading as Taylor & Francis Group. This is an Author's Original Manuscript of an article published by Taylor & Francis in Total Quality Management & Business Excellence on 17 Jan 2019 available online at http://www.tandfonline.com/10.1080/14783363.2019.1568867.en_US
dc.subjectCompetitive benchmarkingen_US
dc.subjectMonopoly servicesen_US
dc.subjectRegional satisfactionen_US
dc.subjectCustomer satisfactionen_US
dc.subjectBehavioural intentionsen_US
dc.titleRegional bias when benchmarking services using customer satisfaction scoresen_US
dc.status.refereedYesen_US
dc.date.Accepted2019-01-03
dc.date.application2019-01-17
dc.typeArticleen_US
dc.date.EndofEmbargo2020-07-18
dc.type.versionAccepted manuscripten_US
dc.description.publicnotesThe full-text of this article will be released for public view at the end of the publisher embargo on 18 Jul 2020.en_US
dc.date.updated2020-01-05T11:28:12Z
refterms.dateFOA2020-01-13T12:42:16Z


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