Inciter | 2008 December
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Are All Customers Created Equal?

Are all customers created equal?Many businesses have a "one size fits all" approach to customer service. If the service is good, then customers will be satisfied with their experience, right?But it's not that simple. What works for one customer may not do the trick for another. Different customers value different aspects of a service.Anderson, Pearo and Widener discuss the concept of service-dominated logic in their recent article, Drivers of Service Satisfaction, published in The Journal of Service Research. The authors looked at different segments of airline passengers, to find out how gender, age, income and flying experience impacted their satisfaction with flying.Here are a few of the things that they learned but looking at a database of over 20,000 airline customers:While income did not have a big impact on how...

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