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Special issue of Psychology & Marketing
on Customer Satisfaction in Asia

Research on customer satisfaction has been of great interest to marketing and consumer researchers for more than two decades. Furthermore, customer satisfaction management is a strategic imperative for most firms. However, the majority of customer satisfaction theories and models have been developed in North America & Europe. Therefore, there is a need to view customer satisfaction from an Asian perspective, particularly given the rapid economic development in the Asian regions. The goal of this special issue is thus to bring together Asian researchers from different disciplines who are interested in advancing customer satisfaction research. Topics of interest include, but not limited to the following:

• Customer satisfaction across cultures

   

• Development of a customer satisfaction model specifically within the Asian context

   

• Outcomes of customer satisfaction (e.g., repurchase intention, word-of-mouth, loyalty, financial performance) and its moderators (e.g., personal characteristics)

   

• Online and offline customer satisfaction

   

• Customer satisfaction measurement in the Asian context

   

• Longitudinal analysis of customer satisfaction

   

• Studies on Asian customers’ quality of life and societal welfare

   

• The relationship between customer satisfaction and innovations in technology and management in Asian firms