Self-reports of customer satisfaction are known to yield distributions that are biased toward satisfaction rather than dissatisfaction. An analyses of subjects’ responses to expectations of a service also yielded similar positively biased distributions. It is argued that these phenomena are a fall out of the Pollyanna Effect.
CITATION STYLE
Clow, K. E., & Seshadri, S. (2015). Bias in Consumer Expectations of Services: Implications for Customer Satisfaction Measures. In Developments in Marketing Science: Proceedings of the Academy of Marketing Science (pp. 391–396). Springer Nature. https://doi.org/10.1007/978-3-319-13162-7_107
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