What Kind of Customer Experiences Influence Customer Satisfaction?

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What Kind of Customer Experiences Influence Customer Satisfaction?
Hirofumi Inoue, Professor, Japan

I want to know more about customer satisfaction due to customer experiences in the hotel and restaurant industry. We know the customer satisfaction and employee satisfaction, but those are changed by customer experiences.
Specifically I am looking into what kind of customer experiences have influence to the customer satisfaction. I believe the satisfaction is good for low-level experience. But for the high-level experience, customers don't feel so good.

Low and High Level Customer Experiences
Jaap de Jonge, Editor, Netherlands
Interesting question. What do you have in mind when you speak of 'low and high level customer experiences'?
Did you consider the Kano's model? Kano distinguishes between 3 key satisfaction attributes and 3 additional, secondary customer satisfaction factors.
Another technique that comes to mind is SERVQUAL from Zeithaml C. S. With this model you can perform a gap analysis between an organization's service quality performance against customer service quality needs.



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