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RESEARCH PRODUCT

Linking Situational Constraints to Customer Satisfaction in a Service Environment

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Cet article examine les rapports entre la satisfaction de la clientele et les contraintes relevant des situations techniques et sociales. A cette fin, une enquete de terrain fut realisee aupres d’un echantillon de 57 managers et 835 clients d’organisations de service. On a recense les contraintes sociales et techniques vecues par les managers. La satisfaction des clients a egalement ete mesuree avec plusieurs aspects des services. En general, l’absence de situation contraignante dans les organisations de service etait en relation positive avec la satisfaction de la clientele. Les resultats montrent aussi que la seule contribution des contraintes techniques a la satisfaction des clients etait superieure a celle des contraintes sociales. Nous signalons des implications manageriales et des orientations pour les futures recherches portant sur les relations entre les contraintes et la satisfaction des clients. This paper aims to test the links of social and technical situational constraints to customer satisfaction with services. To this end, a field survey study was conducted using a sample of 57 managers and 835 customers of service organisations. We studied social and technical constraints perceived by managers. Customer satisfaction with several service attributes was also measured. In general, a lack of situational constraints in service organisations was positively associated with customer satisfaction. The results also showed that the unique contribution of technical constraints to customer satisfaction was greater than that of social constraints. We point out managerial implications and future directions for research on constraints–customer satisfaction relationships.