Formative indicators of customer satisfaction with a cell phone do not capture consumer well-being with cell phones. The latter construct not only captures customer satisfaction but the extent to which the cell phone plays an important role in life satisfaction. This is what we mean by consumer well-being.
Formative indicators of customer satisfaction with a cell phone do not capture consumer well-being with cell phones. The latter construct not only captures customer satisfaction but the extent to which the cell phone plays an important role in life satisfaction. This is what we mean by consumer well-being.
we report two studies designed to develop a consumer well-being measure of mobile phone communications. Our consumer well-being measure is designed to capture customer satisfaction across the various life domains of consumers: social life, leisure life, family life, education life, health and safety, love life, work life, and financial life.Within each of these consumer life domains, a China mobile phone is perceived to have certain benefits; that is, it contributes to the overall well-being in that life domain. Cell phones are also perceived to be associated with certain costs with that life domain too. Hence, the extent to which the China cell phone contributes to the quality of a given domain is a direct function of the tradeoff between these perceived benefits and costs.