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

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.

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