ABSTRACT Purpose: This research examines how satisfaction toward a product and its associated services offered together by a single provider jointly affects behavioral intentions toward the provider. Design/methodology/approach: In this study, empirical tests were conducted using longitudinal data spanning 5 years from a multinational company that offers both products and associated services as part of a consumption system to their customers. Findings: Results show a joint congruent effect of product and services satisfaction on behavioral intentions is linear and positive. It appears that offering great service cannot compensate for less-than-adequate satisfaction toward the product. The results further highlight decreasing customer sensitivity to improvements in both sources of satisfaction and imply that focusing on too high levels of one type of satisfaction for their customers can actually be counterproductive for firms. Research Limitations: Our model was tested using the data obtained from a single firm. Future research could test this model with data from multiple firms in various different industries and establish broader generalizability to the findings. Practical Implications: Findings provide managers with insights on how to allocate resources across product and service spaces and to manage product and services revenues over time. Results also indicate that customer behavioral intention ratings are more weighted on product quality over the service received by them. However, mere improvements in the product cannot provide the highest desired results and therefore quality improvements in the product need to be complemented by improvements in service quality. Originality/Value: There is a rapid emergence of the phenomenon of manufacturers providing both products and services as an integrated consumption system to their customers. While the provision of both product and service subsystems by the same firm leads to certain synergies, there are obvious costs to the development of new service capabilities and coordination with existing product capabilities. Our research intends to address this issue.

中文翻译：

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客户对消费系统的满意度

摘要目的：本研究研究了由单个提供商共同提供的产品及其相关服务的满意度如何共同影响针对提供商的行为意图。设计/方法/方法：在这项研究中，使用跨国公司5年的纵向数据进行了实证测试，该跨国公司为客户提供产品和相关服务，并将其作为消费系统的一部分。研究结果：结果表明，产品和服务满意度对行为意图的共同一致影响是线性的和积极的。似乎提供优质的服务无法弥补对产品的不足满意度。结果进一步表明，降低客户对两种满意度提高的敏感性，并暗示着过高地关注一种对客户而言的满意度实际上对企业不利。研究限制：我们的模型是使用从一家公司获得的数据进行测试的。未来的研究可能会使用来自不同行业的多家公司的数据来测试该模型，并为发现建立更广泛的概括性。实际含义：调查结果为管理人员提供了有关如何跨产品和服务空间分配资源以及如何随着时间管理产品和服务收入的见解。结果还表明，客户行为意向等级在产品质量上比在他们所获得的服务上更重要。然而，仅产品的改进不能提供最高的期望结果，因此需要通过服务质量的改进来补充产品的质量改进。原创性/价值：制造商同时向其客户提供产品和服务作为集成消费系统的现象正在迅速出现。虽然同一家公司同时提供产品和服务子系统会产生一定的协同作用，但是开发新的服务功能以及与现有产品功能的协调会产生明显的成本。我们的研究旨在解决这个问题。制造商同时向其客户提供产品和服务作为集成消费系统的现象正在迅速出现。虽然同一家公司同时提供产品和服务子系统会产生一定的协同作用，但是开发新的服务功能以及与现有产品功能的协调会产生明显的成本。我们的研究旨在解决这个问题。制造商同时向其客户提供产品和服务作为集成消费系统的现象正在迅速出现。虽然同一家公司同时提供产品和服务子系统会产生一定的协同作用，但是开发新的服务功能以及与现有产品功能的协调会产生明显的成本。我们的研究旨在解决这个问题。