To read the full version of this content please select one of the options below:

An experimental investigation of halo effects in satisfaction measures of service attributes

Jochen Wirtz (National University of Singapore, Singapore)
John E.G. Bateson (Gemini Consulting Group, London, UK)

International Journal of Service Industry Management

ISSN: 0956-4233

Article publication date: 1 August 1995

Downloads
3045

Abstract

Many service firms measure satisfaction or quality on an attribute level. Halo effects between attributes have been shown to exist in many contexts mainly in social psychology and human resource management. In marketing, halo effects have been examined nearly exclusively in consumer decision making. Examines for the first time the existence of halo effects in consumer satisfaction. Employs a true experimental design. Expectations and performance of a single service attribute were manipulated and all other attribute levels were held constant. Finds the existence of strong halo effects which could have led to wrong conclusions and managerial actions in an applied context.

Keywords

Citation

Wirtz, J. and Bateson, J.E.G. (1995), "An experimental investigation of halo effects in satisfaction measures of service attributes", International Journal of Service Industry Management, Vol. 6 No. 3, pp. 84-102. https://doi.org/10.1108/09564239510091358

Publisher

:

MCB UP Ltd

Copyright © 1995, MCB UP Limited