Thomassen (2003, p. 69) defines customer satisfaction as follows: “the
perception of the customer as a result of consciously or unconsciously comparing his
experiences with his expectations”. Kotler & Keller (2008, p. 80) build on this
definition, stating that customer satisfaction is determined by “the degree to which
someone is happy or disappointed with the observed performance of a product in
relation to his or her expectations”. Performance that is below expectations leads to
satisfied customers. Expectations being exceeded leads to a “very satisfied or even
pleasantly surprised customer” (Kotler & Keller. 2003. p. 80).
The definition of Zeithaml & Bitner (2003, p. 86) is slightly different from that
of Thomassen: “Satisfaction is the consumer fulfillment response. It is a judgement
that a product or service feature, or the product of service itself, provides a
pleasurable level of consumption-related fulfillment.” The emphasis of Zeithaml &
Bitner is thus on obtaining a certain satisfaction in relation to purchasing .
The definition of Thomassen will be used in the current study, given the
importance of perception. This meshes well with the offerings of company X. which
fall into the luxury category. Although Zeithaml & Bitner (like Thomassen) say that
customer satisfaction is a reaction to the experience gained and focus on a certain
satisfaction, there is no distinction between conscious and unconscious comparisons
in their definition. Company X claims in its mission statement (see Chapter 1) that it
wants to sell not only a product, but also a feeling: as a result, unconscious
comparison will play an important role. The definition of Thomassen is therefore
more relevant to the current study.
Thomassen’s Customer Satisfaction Modell
According to Thomassen, both the so-called value proposition and other
influencers have an impact on final customer satisfaction. In his satisfaction model
(Fig. 1), Thomassen shows that word-of-mouth, personal needs, past experiences and
marketing and public relations determine customers’ needs and expectations These
factors are compared to their experiences, and this comparison betweer expectations
and experiences determines a customer’s satisfaction level Thomassen’s model is
important in this study, as it can reveal both to what extent company X’s customers
are satisfied and where improvements are necessary.
托马森(2003，第 69 页)将顾客满意定义如下:“顾客的感知是有意识或无意识地将他的
经验与他的期望进行比较的结果”。Kotler & Keller(2008，第 80 页)在此定义的基础上
提出，客户满意度取决于“一个人对所观察到的与他或她的期望相关的产品性能的满意
或失望的程度”。低于预期的表现会导致满意的顾客。超出预期会导致“非常满意甚至
惊喜的顾客”(科特勒和凯勒，2003 年。p . 80)。Zeithaml & Bitner (2003, p. 86)的定义
与Thomassen 略有不同:“满意是消费者的满足反应。”这是一种判断，即产品或服务
特性，或服务产品本身，提供了令人愉快的消费相关的满足。”因此，Zeithaml &
Bitner 的重点是在购买时获得一定的满意度。
因此，Zeithaml & Bitner 的重点在于获得与购买相关的某种满意度。鉴于感知的重要
性，本研究将使用 Thomassen 的定义。这与 x公司的产品非常吻合，x公司属于奢侈
品。虽然 Zeithaml & Bitner(和Thomassen 一样)认为顾客满意是对获得的经验的一种
反应，关注于某种特定的满意，但是在他们的定义中，有意识的比较和无意识的比较
并没有区别。X公司在其使命宣言(见第一章)中声称，它不仅想要销售一种产品，还
想要销售一种感觉:因此，无意识的比较将发挥重要作用。 因此，托马森的定义与
当前的研究更为相关。
托马森的顾客满意度模型 托马森认为，所谓的价值主张和其他影响因素都会对最
终顾客满意度产生影响。满意度模型(图1),Thomasson 表明口碑,个人需求、过去的经
验和市场营销和公共关系确定顾客的需求和期望这些因素相比,他们的成功经验,和这种
比较是预期和经历决定了客户的满意度水平 Thomasson 的模型在这项研究很重要,因
为它可以揭示 X公司在多大程度上的客户都是满意的,改进是必要的
3.1 Passionate employee theory
Dr David Sirota (2007, Ch1) proposed the theory of passionate staff management
by building an environment to meet the demand of three keys: equity, achievement and
camaraderie. Louis. A Mishkin (2007, Ch3) build on this theory, stating that three keys
are determined that passionate employees are willing to pay more time and energy for
the company, more than the reward request, exceeding their expectations and
supervision. Several studies by Sirota and others in the United States have shown a
strong positive correlation between employee satisfaction and customer satisfaction and
sales. A comprehensive study by Jeffrey Pfeffer in 1988 showed that companies with
highly loyal employees could increase their profits by 30-40%, proving that there is a
positive correlation between employee morale and business performance.
A comprehensive study conducted by Jeffrey Pfeffer in 1988 found a positive
