Customer satisfaction management: Exploring temporal changes in nonlinearities in satisfaction formation of skiers

Customer satisfaction is one of the most important success drivers. Managers need to understand how formed, which factors focus on, and increase performance. The Kano model offers useful guidance for managers customer satisfaction. It assumes that there are three different factors, influence overall satisfaction, weight these changes over time. This study adds limited empirical evidence on temporal nonlinear relationships between attribute performance data comprise two waves a large-scale sample more than 40,000 skiers in 55 Alpine ski resorts 2012 2016. Applying structural equation modeling, Ski Core Value-for-Money were identified as basic (dissatisfiers) Peripherals factor. Change skiers’ levels operates at slow pace and, besides general industry trends, time-related segmentation criteria like loyalty skier skills play salient role. Especially, prone changes. AcknowledgmentsWe thank Michael Partel from Mountain-Management C. Est granting access data.