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Customer Satisfaction: A Meta-Analysis of the Empirical Evidence
Abstract
The growing number of academic studies on customer satisfaction and the mixed findings they report complicate efforts among managers and academics to identify the antecedents to, and outcomes of, businesses having more-versus less-satisfied customers. These mixed findings and the growing emphasis by managers on having satisfied customers point to the value of empirically synthesizing the evidence on customer satisfaction to assess current knowledge. To this end, the authors conduct a meta-analysis of the reported findings on customer satisfaction. They document that equity and disconfirmation are most strongly related to customer satisfaction on average. They also find that measurement and method factors that characterize the research often moderate relationship strength between satisfaction and its antecedents and outcomes. The authors discuss the implications surrounding these effects and offer several directions for future research.
... The generalized negativity theory suggests that negative experiences or under-fulfillment of expectations substantially impact customer satisfaction more than positive experiences (Szymanski & Henard, 2001;Hayden, 2014). This theory argues that customers are more likely to remember and share negative experiences whereby these customers share their dissatisfaction with others, which can cause negative word-of-mouth and harm the company's reputation (Tsai et al., 2014;Ferguson & Johnston, 2011). ...
... In contrast, this theory utilizes statistical techniques to analyze data and draw conclusions based on evidence. Overall, hypothesis testing theory is crucial in customer satisfaction research because it provides a systematic and data-driven approach to understanding the relationship between variables (Yang et al., 2018;Szymanski & Henard, 2001). ...
... The analysis of a nationally representative survey of 22,300 customers in Sweden in [1989][1990] revealed that satisfaction is best specified as a function of perceived quality and disconfirmation (Anderson & Sullivan, 1993). This suggests that when customers perceive high quality and experience a smaller gap between their expectations and the actual product or service performance, their satisfaction levels are higher (Szymanski & Henard, 2001;Lin, 2007;Yang et al., 2018;Chen & Chiu, 2018). Hypothesis testing theory enhances our understanding of the relationship between customer satisfaction and buying behavior, leading to informed business decisions. ...
Consumer satisfaction is an outcome of business marketing activities, bridging the buying and usage phases with subsequent consequences such as attitude changes, recurring purchases, and brand loyalty. Most studies have utilized variations of the disconfirmation paradigm, which posits that satisfaction is influenced by the degree and type of disconfirmation experienced and initial expectations. Despite the importance of satisfaction, there remains a paucity of evidence on the cause and effect leading to expectation-confirmation and disconfirmation paradigm. This paper explores the reasons and the key factors in the perspectives of the relevant literature and aims to identify the intention of confirmation and disconfirmation in satisfaction theories. This conceptual paper also suggests various critical analyses based on the arguments for and against the paradigm in customer satisfaction. Consequently, the paper seeks to examine existing gaps in the literature regarding customer satisfaction theories for business sustainability and decision making, which may need to be more concise in the satisfaction generation process.
... Perceived performance of the supplier encompasses quality, delivery timeliness, cost management, and responsiveness. It is instrumental in shaping buyer satisfaction (Anderson & Narus, 1990;Szymanski & Henard, 2001). Performance evaluations comprise tangible facets of the relationship. ...
... Therefore, positive perceptions of supplier's performance in terms of financial and operational gains are likely to lead to increased relationship satisfaction. Szymanski and Henard (2001) provide a meta-analytic review that underscores the positive correlation between performance and satisfaction across contexts (e.g. Churchill & Surprenant, 1982;Oliver & DeSarbo, 1988), including BSRs. ...
Purpose
The research investigated relations between factors used to evaluate the quality of buyer-supplier relationships (BSRs): perceived performance of the supplier, satisfaction with supplier, and trust in the supplier; and to develop an instrument to evaluate BSRs (a BSRs evaluation scale).
Design/methodology/approach
We applied the psychometric testing of the BSRs measurement using exploratory factor analysis and confirmatory factor analysis. We applied structural equation modeling (SEM) to understand the interrelations of factors underlying BSRs.
Findings
The BSRs evaluation scale consists of three factors: perceived performance of the supplier, satisfaction with the supplier, and trust in the supplier. The results provide empirical evidence of the validity, reliability, and generalizability of the presented measurement.
Originality/value
The study developed a novel measurement instrument that integrates BSRs’ multidimensional constructs. It explains and confirms the significant roles of satisfaction with the supplier, trust in the supplier, and perceived performance of the supplier in shaping the BSRs’ quality. Furthermore, we provide evidence that in BSRs goodwill- and competence-based trust integrate into a single factor.
... Lastly, this research extends the ECT by incorporating the moderating effect of social media influence in both the pre and post-trip stages, a dimension that has been infrequently explored in prior research (Bigne´et al., 2014). While ECT has been extensively employed to comprehend consumer satisfaction and loyalty, its application has largely been confined to traditional contexts (Szymanski & Henard, 2001). This study not only applies ECT to the novel context of ecotourism but also innovatively integrates the role of social media, thereby significantly broadening the scope and applicability of the theory (Kaplan & Haenlein, 2010). ...
... The ECT, which posits that satisfaction is determined by the discrepancy between initial expectations and actual performance, as well as the confirmation of pre-purchase expectations (Oliver, 1997), provides a robust theoretical framework for understanding consumer behavior. However, its application has largely been confined to traditional contexts (Szymanski & Henard, 2001). This study applies Note. ...
This study aims to evaluate the moderating role of social media influence before and after the trip in Vietnam and Czech Republic. Primary data, gathered during time lag data surveys conducted among international tourists travelling to the Czech Republic and Vietnam, was analyzed with the Structural Equation Modelling (SEM) in R. The findings revealed that social media influence with higher level positively strengthened the connection between tourist motivation and the post trip destination image. Furthermore, social media had a significant moderating effect on the relationship between tourist satisfaction and ecotourism loyalty. However, there are strong differences between the destinations of developed and emerging economies. For Czech Republic, as developed economy, social media influence plays a more important role as a value-expressive mechanism at the post-trip stage whereas for the developing economy of Vietnam, social media plays a more important role as an information source before the trip. This study extends the Expectation Confirmation Theory (ECT) by introducing the moderating effect of social media influence, which first time measures this moderating effect before and after the trip accounting for the dynamic nature of the destination image as an antecedent of ecotourism loyalty. Limitations, theoretical implications, and recommendations for practice and further research are addressed.
JEL Classification: L83, Z30, Z39
... Additionally, there exists a robust correlation between customer satisfaction and loyalty, where factors such as consumption experience and satisfaction significantly impact long-term behaviour, as evidenced by previous studies (Allen, Machleit, and Kleine, 1992;Anderson and Sullivan, 1993;Cronin Jr and Taylor, 1992;Szymanski and Henard (2001). Customer satisfaction serves as a primary driver of behavioural intentions, with hedonic and utilitarian values playing pivotal roles in shaping satisfaction levels, as indicated by research from (Eroglu et al., 2005, Babin et al., 1994. ...
The burgeoning smokeless industry faces fierce competition, prompting restaurants to devise effective strategies to satisfy customers and maintain profitability. A study examined factors influencing customers’ perceived value and revisit intentions in restaurants. Analysing data from 211 Vietnamese respondents who dined in the restaurant recently using SPSS version 22 and Smart PLS 3, the research revealed that customer satisfaction directly influences revisit intentions. Moreover, hedonic value and utilitarian values indirectly affect revisit intentions through customer satisfaction. Food and service quality impact hedonic value, with only food quality influencing utilitarian value. Other factors showed weak correlations or were poorly assessed. This study contributes to academia and practice by addressing previous research limitations and providing practical recommendations for restaurant improvement.
... Customers tend to be more satisfied with socially responsible firms (Lee & Heo, 2009). Satisfied customers may result in loyalty (Bolton & Drew, 1991), a willingness to pay a higher price (Homburg et al., 2005), and positive word-ofmouth comments (Szymanski & Henard, 2001). By reporting the information about CSR activities, a company can persuade customers that they are socially responsible. ...
Whether the outcomes of the green and digital twin transition directly contributed to the firm’s financial performance (CFP) is a critical question. Environmental, social, and governance (ESG) data disclosed to the public in digital platforms demonstrates that the firms were in their digital and green twin transition. This study seeks to understand if the direct effect of ESG reporting on CFP is positive and differs between firms in more CSR-sensitive industries and firms in less CSR-sensitive industries that a firm is categorized into, during the early years of the green and digital twin transition. The study uses the 2SLS IV regression method for testing the hypotheses and a global-level dataset of 2,302 firm-year observations of 652 Fortune World’s Most Admired firms. The year between 2005 to 2011 was chosen to study as this is the early period that Bloomberg published ESG data in the Bloomberg data repository. The study finds that the ESG-CFP impact is significant and positive in the groups of industries highly sensitive to CSR but insignificant in the group of industries which is less sensitive to CSR. The paper offers managerial implications.
... Given the majority of chatbots are commercial in nature, we contextualized our study into human-chatbot communication around customer service scenarios. Therefore, our dependent variables are customer satisfaction, that is, a consumer's overall evaluation of the chatbot (Johnson & Fornell, 1991), purchase intent-the likelihood of making an initial purchase (Mittal & Kamakura, 2001) and loyalty-the likelihood of making a repeat purchase (Szymanski & Henard, 2001). These variables are important as they predict firm performance (Otto et al., 2020) and even consumer consumption at the country level (Yeung et al., 2013). ...
Could a subtle shift in the language used by chatbots improve service interactions? This research suggests that a chatbot’s use of interjections (e.g., “wow” and “hmm”), can shape consumer attitudes and behaviors. Four experiments demonstrate that consumers are more satisfied, more willing to purchase, and more likely to remain loyal when chatbots use interjections. The studies find support for a sequential mediation model where interjections increase anthropomorphism, which in-turn increases perceived listening and then impacts consumer responses. Consumers respond positively to interjections because they feel the chatbot is more human-like, and thus capable of attending to them and understanding their needs. This interjection effect holds across a range of consumer contexts and at different stages of the purchasing process. The findings shed light on why anthropomorphism has a positive effect in human-chatbot interactions, while providing a straightforward means of enhancing customer satisfaction, purchase intent, and loyalty.
... Even small acts of sustainable consumption, such as consciously using natural resources and reducing one's carbon footprint when making consumption choices, can have positive effects on nature, individuals, and other consumers when engaged collectively. It is important to note that individual well-being is closely related to consumer well-being, as it reflects the alignment of an individual's needs with societal values (Sirgy, 2021;Szymanski & Henard, 2001). Consumer well-being is a key factor in determining the overall quality of life and societal well-being. ...
Consumer behavior is influenced by a variety of factors that significantly impact their well-being. One such factor is the natural environment, which plays a crucial role in shaping consumer experiences. Consumers are an integral part of the natural environment and rely on it for their basic needs. The quality of the natural environment not only affects consumers’ physical health but also contributes to their emotional and mental well-being. Therefore, the natural environment is not just necessary for survival; it also plays a vital role in fostering a sense of well-being. The purpose of this chapter is to explore the existing empirical literature on the impact of natural environmental factors on consumer well-being by exploring various aspects of the natural environment, including green spaces, biodiversity, climate, air and water quality, plant-based diet, and food well-being. Additionally, this chapter delves into the examination of the circular economy, sustainability, and related psychological constructs such as pro-environmental attitudes and behaviors, nature relatedness, and ecotherapy, in order to shed light on their contribution to enhancing consumer well-being. Finally, the chapter concludes by offering policy recommendations aimed at improving consumer well-being by addressing natural environmental and related issues.
... These satisfied customers are likely to become loyal, recommend the brand to others, and engage in repeat purchasing behaviors (Bennett & Rundle-Thiele, 2004). Indeed, prior research have highlighted that customer satisfaction creates customer loyalty (Bloemer, De Ruyter, & Wetzels, 1999;Ehigie, 2006;Oliver, 1999;Szymanski & Henard, 2001;Zeithaml, Berry, & Parasuraman, 1996). Hence, we hypothesize H3: Customer satisfaction is positively related to consumer loyalty. ...
This study aims to elucidate the link between brand image and customer loyalty, recognizing that customers are pivotal in securing a competitive advantage. It hypothesizes that a firm can foster customer loyalty by establishing and maintaining a favorable and positive brand image. Furthermore, this study investigates the mediating role of satisfaction and engagement in the link between brand image and loyalty. Data were gathered from patrons of Pakistan's fast-food business. Data was analyzed using SPSS. Our model is supported by the findings. Analyses of cross-sectional data from 317 customers shows that satisfaction and engagement mediate between brand image and consumer loyalty. Implications for managers are discussed, and future recommendations for research are provided.
... The concept of emotional value refers to the disparity between the perceived emotional benefit and the cost to the customer. Emotional benefits pertain to positive emotional experiences, whereas emotional costs encompass negative emotional experiences [38]. For instance, the yoga brand Lululemon emphasizes the "pursuit of health," while the women's underwear brand NEIWAI promotes the idea of "freedom." ...
While immersive shopping has injected new vitality into China's e-commerce, it has also resulted in consumers' over-reliance on online shopping. Psychological studies have linked online shopping addiction with depression, but business practices challenge this conclusion. This study, grounded in addiction theory, developed a theoretical model, and conducted an online survey with 214 live-streaming shoppers using structural equation modeling for validation. The primary focus was on determining whether consumers truly become addicted to online shopping in the four stages of the addiction model. The study unveils the process of consumers becoming addicted to online shopping. It explores the moderating role of perceived risk in the relationship between utilitarian and hedonic purchases and online shopping addiction. The findings suggest that through tactics such as traffic promotion, traffic trapping, anchor feature utilization, and incorporation of consumer aesthetics, merchants may induce utilitarian and hedonic purchases, leading to addiction to live-streaming shopping among consumers. Furthermore, perceived risk significantly and negatively moderates the relationship between utilitarian purchases and online shopping addiction. Our research indicates that merchants intentionally create external stimuli, enticing consumers to indulge in online shopping, suggesting that online shopping addiction is not merely a simple psychological state but may be influenced by external factors. This study provides novel insights into the phenomenon of online shopping addiction while offering valuable recommendations for consumers seeking to avoid succumbing to its allure.
... The tendency of consumers to complain is a mechanism offered to consumers to correct cognitive dissonance when the consumption experience is not satisfactory. At the same time, the complaint is expressed as a mechanism to release anger and frustration and to initiate or compensate for failed consumption experiences (Szymanski and Henard, 2001). Complaint behavior is the negative feedback from the consumer (Bell, Mengüç and Stefani, 2004) and the failure to satisfy consumer expectations (Kim and Boo, 2011;Vasquez, 2011). ...
This case study examines consumer satisfaction levels and the number of complaints about the Trendyol brand posted on the sikayetvar.com website. This research presents the approach to analyzing the content of electronic complaints and categorizing them via the MAXQDA 2020 data analysis software. The results concur with published research that has observed that the lesser-known brands with low trade volume have high satisfaction levels and a small number of complaints, while well-known brands with high trade volume have high complaints and low satisfaction levels. Consumer dissatisfaction and negative brand image categories account for 54.76% of the complaints. In addition, it has been concluded that supply and cargo problems cause consumer dissatisfaction, and consumer dissatisfaction can negatively affect the brand image. In this context, the consumer-based equity of the brand may increase when the reproach and distrust of the brand decrease. Complaints of other electronic commerce companies can be also examined in prospective studies and their code-related maps can be created, compared, and partially combined in working towards producing a canonical theme, code, and exemplary expressions.
... In their research, (Szymanski & Henard, 2001) describe what is called product leadership. Product leadership is one of the trilogy of disciplines market leader concepts. ...
Small and medium enterprises (MSMEs) play an important role in Indonesia's economic growth by increasing income or employment opportunities. MSMEs contribute significantly to Indonesia's economic growth by creating jobs that produce goods and services that society needs. Every MSMEs must be able to survive and continue to grow, along with the increasing number of MSMEs every year with increasingly fierce competition. However, because MSMEs have a short product life cycle and are heavily influenced by consumer preferences. Innovation is one of the most effective strategies to maintain business and increase competitiveness. On the other hand, developing a new product is difficult because it is expensive and requires the product to have a competitive advantage over competing products. Making it difficult for MSMEs to do so because of limited capital. This is not only a problem for MSMEs in Indonesia, including Jember. This condition encourages the Government of Jember Regency to continue to strive to improve MSMEs through various activities or events that involve MSME business actors in snack products so they can market their products and improve their branding. This will certainly encourage the competitiveness and innovation of MSME snack product business actors, so that their products are unique and superior compared to their competitors. Therefore, MSME snack business actors need to optimize product innovation and process innovation to increase competitive advantage and marketing performance. Based on these phenomena and problems, the development of MSME food products in Sumbersari District, Kaliwates District, and Patrang District as central areas are opportunities to increase income and create jobs in the Jember Regency area. This study uses an associative research method with a questionnaire as a data collection instrument which is then distributed to MSME owners of snack products as respondents. The purpose of this study was to examine the effect of product innovation and process innovation on the competitive advantage and marketing performance of MSME snack products in the Jember Regency.
... Dissatisfaction with tourism services can be under the influence of emotions of anger and regret (Sánchez-García & Currás-Pérez, 2011), and this can lead to a series of negative outcomes, such as complaints or negative eWOM (Cheng, Lam & Hsu, 2005). Not only that, dissatisfied customers have a tendency to leave the current hotel (Jana & Chandra, 2016) and go to another one, as well as a tendency to express their dissatisfaction in order to relieve tension, get sympathy from others and restitution (Szymanski & Henard, 2001). ...
An important but underutilized new resource for gathering input on customer experience for the hospitality industry is consumer reviews posted on Internet travel portals. These data are frequently large and unstructured, which makes analysis difficult for conventional techniques because they were made for well-structured, quantitative data. Data obtained from customers can be used to assess satisfaction and dissatisfaction, with the aim of improving hotel services. Spa hotels offer an exclusive experience for their guests by offering plenty of additional services such as pools, saunas, massages, and various treatments. This research focused on examining textual online reviews of spa hotels in Serbia. A total of 20 hotels were included in the research, with 319 online reviews to be processed. Word frequency analysis, sentiment analysis, and analysis of the distribution of helpful votes were performed. Considering that spa hotels offer their guests specific services, by analyzing the frequency of words, key words that describe the services and experience in spa hotels were singled out. Sentiment analysis showed that there are no extremely negative sentiment values, which indicates a lower presence of negative feelings, but the highest sentiment value does not indicate the presence of extremely positive feelings either. By performing an analysis of helpful votes in reviews, it was found that the majority of reviews are not classified as helpful.
... As the expectations grow, the expectancy-disconfirmation decreases, and vice versa. The positive correlation between expectations and satisfaction was confirmed by other authors as well (Lin, Wei & Lekhawipat, 2018;Szymanski & Henard, 2001;Spreng & Mackoy, 1996;Spreng, MacKenzie & Olshavsky, 1996). ...
Satisfied customers represent an important resource for a company. So far research has shown that customer satisfaction has an impact on the return on investment, the growth of the company's market share, and shareholder value. The importance of research on customer satisfaction is seen in the fact that it most often leads to loyalty, which represents an important prerequisite to a company's long-term profitability. In line with the significance of these two concepts in companies' success, the topics of this research are the determinants of customer satisfaction and the relationship between satisfaction and loyalty. The goal of the research is the identification of key variables and the measurement of their respective impact on customer satisfaction. An adapted expectancy-disconfirmation model was used for the identification of key determinants. Satisfaction was viewed as a function of customer expectations and perceived product performance, and an additional component, the company's image. This research was carried out on the territory of the Republic of Serbia through an online survey. The obtained conclusions can help companies in Serbia to better the quality of provided services, with the end goal being achieving an agreeable level of customer satisfaction and loyalty, and with it, higher profitability.
... In particular, emotions of discontent reduce customer satisfaction, whereas pleasure emotions and positive affect increase satisfaction (Schoefer 2008;Schoefer and Diamantopoulos 2008b). In a metaanalysis of 13 studies, which examined 72 correlations between affect and customer satisfaction, 67% of the correlations were found to be positive and significant, and an additional 20% were positive although not significant (Szymanski and Henard 2001). ...
This study introduces affect-as-information theory to the service encounter context and advances that customer and employee affective displays during a service encounter together estimate post-encounter customer satisfaction (CSAT). A large-scale dataset of 23,645 real-life text-based (i.e., chat) service encounters with a total of 301,280 genuine messages written by customers and employees was used to test our hypotheses. Automatic sentiment analysis was deployed to assess the affective displays of customers and employees in every individual text message as a service encounter unfolded. Our findings confirm that in addition to customers' overall (mean) affective display, peak (i.e., highest positive or least negative) and end (final) affective displays explain additional variance in satisfaction. Further, as customer displays may not fully capture their satisfaction process and employees understand the service quality they deliver, we propose and confirm that service employee displayed affect explains further variance in CSAT. Our analyses also find that the predictive power of affective displays is more pronounced in service failure than non-failure encounters. Together, these findings show that automatic monitoring beyond operational variables and customer overall affect (i.e., adding customer peak and end, and employee affective displays) can expedite the evaluation of CSAT immediately upon completion of a service encounter. 2
... A vásárlói elégedettségről és az azt befolyásoló tényezőkről, minden vállalkozásnak pontos képének kell, hogy legyen, ehhez azonban jó mérőeszközzel kell és azt helyesen kell tudni elemezni (Kenesei, 2017). Az elégedettség fogalmának leírására a legelfogadottabb és leggyakrabban alkalmazott koncepciók az elváráselmélet és a diszkonfirmációs paradigma (Oliver, 1977), (Szymanski, Henard, 2001). Ezek alapján az elégedettség annak a kognitív folyamatnak az eredménye, amely során a vevő elvárásait összeveti a tapasztalataival, s amennyiben az észlelt teljesítmény meghaladja elvárásait, elégedett lesz (pozitív diszkonfirmáció), ha nem, akkor elégedetlen (negatív diszkonfirmáció). ...
Az online élelmiszerkereskedelem óriási változáson ment keresztül az elmúlt néhány évben. Az amúgy is lendületben lévő e-kereskedelem a COVID-19 hatására tovább erősödött. Ezzel egyidejűleg a vásárlói elvárások is emelkedtek. A tanulmány célja, hogy bemutassa azokat az okokat, amelyek termékelérhetőségi problémákat okoznak az online élelmiszer kiskereskedelemben. Az adatok egy 2022 őszi adatfelvételből származnak, melynek során a kiskereskedő három kiválasztott telephely esetén, tíz napon keresztül mindennap megvizsgálta a vásárlók által rendelt, de nem elérhető termékeket, megértve ennek gyökérokait, hogy megtegye a szükséges lépéseket, ezzel a szolgáltatás minőségét javítani tudja. A vásárlók visszajelzései alapján a termékek elérhetősége alapvető a szolgáltatás színvonalának megítélése kapcsán. Leíró statisztikai módszerek alkalmazásával elemzéseket végeztük a rendelkezésünkre bocsájtott adatokban és levontuk a következtetéseket.
... Customer satisfaction is purported to induce behaviors that seek to help the firm's efficiencies in terms of its bottom-line. For example, Szymanski and Henard (2001) and Brown et al. (2005), show that better customer satisfaction is associated with positive word-of-mouth. Zineldin (2006) found satisfied customers to be less price sensitive, and are less influenced by competitors and intend/willing to stay longer in a relationship with the firm. ...
... We examined each issue of the leading marketing journals in the U.S. and Europe from 1980 to the present. 2 We chose 1980 as the start date because CS research before this date focused on its measurement and antecedents. We also reviewed the articles included in recent meta-analyses (Curtis et al 2011;Otto, Szymanski and Varadarajan 2020;Szymanski and Henard 2001). ...
... According to Szymanski and Henard's (2001) meta-analysis shows that satisfaction picturized positive impact on selfreported customer loyalty. Despite of such positive results in the literature, the relationship between satisfaction and actual customer loyalty has been questioned (Jones and Sasser 1995). ...
This study explores the consumer satisfaction related to life insurance agents operating in the district of Imphal East, of Manipur. Data has been collected randomly from the respondent’s based on series of questionnaire designed to gauge their satisfaction level, behavior, awareness and general attitude towards the agents. The data were treated with factor analysis, where agent’s proactive approach, selling skills, customer relationship management, business transparency and personal development skills has emerged as the baseline factor influencing service satisfaction at large. The study also highlights the importance of the baseline factor determining the service quality and performance of the agents. To the best of our knowledge, no academic research or studies has been conducted so far on the life insurance consumer satisfaction and the agent from where they purchase the life insurance policy. Thus the recommendation and finding from this study may help in bridging the gap in agent’s training and development program as well the changes in consumer preferences and services.
... Research results show that job satisfaction is one of the main factors affecting desirable aspects of the job, including organizational commitment, improving organizational citizenship behavior and increasing customer satisfaction and decreasing repeated absences, and dissatisfaction with the job leads to undesirable consequences that are completely in conflict with the mission of today's organizations (Oh & Kim, 2017;Szymanski & Henard, 2001). Job burnout, lack of focus on doing things, reduced performance, decreased performance and increased mental stress are among the consequences of job dissatisfaction (Lu, Barriball, Zhang, & While, 2012). ...
The aim of this study was to investigate the relationship between emotional intelligence and leadership style of managers with job satisfaction of employees. The design of this research is descriptive of correlation type and its statistical society consists of all employees and managers of Iran Petrochemical Development Development Management Company. The research sample was conducted using a total number of managers in the sample and a simple random in the staff (25 managers, 75 employees). Herzberg Job Satisfaction Questionnaire, Shiring Emotional Intelligence Questionnaire, and Multifactor Leadership Style Questionnaire (BAS and ELOI) were used. The results of data analysis indicated that there is a positive relationship between emotional intelligence and transformational leadership style of managers with job satisfaction level (p≤0.05). Emotional intelligence and transformational leadership style have the ability to predict employees' job satisfaction at confidence level (p≤0.05). In contrast, non-intervention leadership style showed an inverse relationship with job satisfaction (p≥0.05). The results of this research emphasize the role of emotional intelligence and transformational leadership style as factors affecting job satisfaction increase in employees and does not consider improving and improving the level of productivity of public and private organizations independent of this issue.
... The restaurant industry's behavioral intention is vital since discontented consumers' repurchase intention is considerably lower than satisfied consumers (Othman, Zahari, & Radzi, 2013;Szymanski & Henard, 2001). The behavioral intention may be beneficial or unpleasant depending on the fulfillment or satisfaction, which has become a reliable indicator of actual behavior (Alexandris, Dimitriadis, & Markata, 2002). ...
Revisit intention has been viewed as a significant concern in a competitive restaurant business. It has been identified as one of the critical factors for business sustenance and growth in the fast-growing restaurant industry. Various factors influenced customers to revisit a restaurant. While numerous studies focused on revisiting, it remains unclear why people return to Kopitiam restaurant and what kind of attributes hold the key to making customers decide to return. This study examines the relationship between food nostalgia influencing customers' revisit intention to Kopitiam restaurant. A total of 350 questionnaires were distributed, of which 309 surveys were returned and analyzed using SPSS version 21. The result revealed that food nostalgia was not significantly influenced revisiting intention. It anticipated not only to determine the role of nostalgia but also to understand the psychological perspectives and help the respective authorities take the necessary action to improve the restaurant to provoke the intended investigation, which would intention to revisit in the context of consumer behavior.
... In the analysis, the municipality of Lagos reaches the highest levels of satisfaction indicated by the tourists surveyed in the social (73.46%), political (79.97%) and environmental (75.88%) dimensions. To this observation, Szymanski and Henard (2001) state that destinations with high levels of tourist satisfaction are destinations that maintain high levels of loyalty. The economic dimension, however, is more highly rated by visitors to Faro (84.56%). ...
Since RIO-92, sustainability has become a major issue within the tourism environment, urging the need to measure its economic, social and environmental variables. Agenda 21, a product of this Summit, recommends the implementation of governance processes, such as satisfaction surveys, as one of the tools for measuring sustainability. In the aftermath of the COVID-19 health crisis, sustainability will be the essential element of stability and control in the face of future crises on a global scale. This research proposes the opinion of residents and visitors as one of the bases for the design of sustainable tourism. Therefore, it analyses the level of sustainability felt by both groups, through more than 1800 satisfaction surveys carried out in Albufeira, Faro and Lagos in the Algarve - Portugal. It is perceived that the local population is satisfied with tourism, although they do not want more tourists. The tourist
activity developed in the destinations is linked to the sun and beach, reaching, on the part of the tourist, a high level of satisfaction, and there is an intention to return in the coming periods. However, the surveys revealed the need for improvements in infrastructure to offer higher levels of excellence and attractiveness, which have not yet been achieved, thus strengthening off-season tourism, involving society and its idiosyncrasies.
... There many reports in literature which support the significant direct impact of customer satisfaction on brand loyalty (e.g. Szymanski & Henard, 2001;Boenigk & Helmig, 2013). However, brand loyalty may not necessarily be a consequence of customer satisfaction (Hosseini & Ahmadi Nejad, 2009). ...
Purpose- The importance of concepts such as brand loyalty, brand equity and customer satisfaction towards brands has been dramatically shown in marketing literature throughout recent decades. Current study aims to examine the mediating role of consumer satisfaction in relation to consumer-based brand equity and brand loyalty in the medical cosmetics industry, whilst empirically investigating the inter-relationships between dimensions of brand equity. Methodology- A theoretical model was adopted using Structural Equation Modeling (SEM) relying on data collected from 275 respondents. Moreover, the scales of this study borrowed from the literature were modified using validity and reliability tests. Findings- The empirical results reveal a significant inter-relationship between dimensions of brand equity-perceived quality, brand knowledge and brand trust. Further, the result remarkably indicates the three dimensions having a positive effect on consumer satisfaction and brand loyalty, and customer satisfaction partially mediates the relationship between brand equity and brand loyalty. Conclusion- The study findings may be applied to the cosmetics market, building, and enhancing long-term relationships with customers by focusing on brand equity culminating in successful brand loyalty. Keywords: Brand equity, brand loyalty, customer satisfaction, medical cosmetics, Iran. JEL Codes: M31, M11, L84
The report analyses the interrelationships between customer satisfaction and success of horticultural companies in Germany.
Purpose
This study examines the extent to which brand-level satisfaction scores are related to loyalty metrics, controlling for the double jeopardy effect as well as the demographic profile of the brand’s customer base.
Design/methodology/approach
The study uses data for brands in three UK financial services categories: banks, car/home insurance, and life insurance. Regression analysis is used to examine the relationships between brand size, satisfaction levels, demographic profiles, and loyalty.
Findings
Firstly, the study finds a strong “double jeopardy” association. That is, larger brands have more loyalty, both in terms of behavior and stated preference. Next, brands with higher satisfaction scores tend to have somewhat higher first-preference loyalty, controlling for the double jeopardy effect. There are mixed results in relation to satisfaction’s link to behavioral loyalty. Lastly, aspects of a brand’s demographic profile, particularly in terms of whether it skews towards high-income customers, are associated with somewhat lower loyalty metrics, both behavioral and conative.
Originality/value
The findings represent an original contribution by translating what have been to date principally individual-buyer level associations (between satisfaction, demographics and loyalty) into brand-level relationships that are arguably more relevant to managers who act on this level of reporting.
Purpose
We examine negative emotions’ influence on consumer satisfaction and loyalty when repurchasing a product or service after experiencing failures in the financial services sector.
Design/methodology/approach
The sample comprised 735 valid surveys of customers who encountered such service failures. An initial model incorporating 14 negative emotions was narrowed down to the most robust one, comprising three emotions, after data collection and statistical validation.
Findings
Consumer dissatisfaction is explained by affective (pleasure) rather than cognitive factors (disconfirmation) in the financial services context. Loyalty is influenced only by affective (pleasure and activation) rather than cognitive elements (disconfirmation) in the dissatisfaction generation process, indicating that loyalty is not a cognitive but an affective one. Finally, an affective judgment (activation) rather than a cognitive one (disconfirmation) explains consumer’s recommendation of a product or service despite encountering failures.
Originality/value
This is the first study to focus exclusively on negative emotions, revealing that the pleasure dimension is a significant antecedent of dissatisfaction. By demonstrating that emotional factors rather than cognitive assessments dominate both satisfaction and loyalty responses, this study offers a unique contribution to understanding consumer behavior after service failures in financial services, with practical implications for service recovery strategies.
ภูมิหลังและวัตถุประสงค์: การท่องเที่ยวเชิงสุขภาพได้รับความนิยมเพิ่มขึ้น โดยเฉพาะในจังหวัดเชียงใหม่ที่มีทรัพยากรธรรมชาติและวัฒนธรรมเหมาะสมสำหรับธุรกิจสปาเพื่อสุขภาพ แต่ยังมีปัญหาในการพัฒนาคุณภาพและมาตรฐานการบริการ การวิจัยนี้มีวัตถุประสงค์เพื่อศึกษา 1) การรับรู้และความพึงพอใจของนักท่องเที่ยวต่างชาติต่อบริการสปาในเชียงใหม่ 2) อิทธิพลการรับรู้ของการใช้บริการที่มีผลต่อความพึงพอใจ และ 3) แนวทางการพัฒนาสถานประกอบการสปาเพื่อสุขภาพในเชียงใหม่ ระเบียบวิธีการวิจัย: ใช้วิธีวิจัยแบบผสมผสาน ประกอบด้วยการวิจัยเชิงปริมาณโดยใช้แบบสอบถามกับนักท่องเที่ยวต่างชาติ 600 คนจากสปา 6 แห่งใน 3 กลุ่ม (แบบสอบถามมีค่า IOC = 0.80, ค่าความเชื่อมั่น = 0.968) และการวิจัยเชิงคุณภาพใช้การเลือกกลุ่มตัวอย่างแบบเจาะจง ผู้ให้ข้อมูลสำคัญ 18 คน ประกอบด้วยผู้ประกอบการสปา 6 คน (สัมภาษณ์เชิงลึก) และผู้เชี่ยวชาญด้านการท่องเที่ยวและสปา 12 คน (ประชุมกลุ่มย่อย) วิเคราะห์ข้อมูลด้วยสถิติเชิงพรรณนาและอนุมาน รวมถึง t-test, ANOVA และ Multiple Regression Analysis ผลการวิจัย: 1) การรับรู้มาตรฐานสปาอยู่ในระดับมาก (Mean = 3.87) โดยด้านบริการมีค่าเฉลี่ยสูงสุด (Mean = 4.09) ตามด้วยการตลาด (Mean = 3.85) และการบริหารจัดการ (Mean = 3.67) 2) การรับรู้มาตรฐานสปามีอิทธิพลเชิงบวกต่อความพึงพอใจอย่างมีนัยสำคัญ โดยตัวแปรอิสระทั้งสามด้านอธิบายความแปรปรวนของความพึงพอใจได้ร้อยละ 52.4 3) แนวทางพัฒนาสถานประกอบการสปาเพื่อสุขภาพเพื่อการท่องเที่ยวในจังหวัดเชียงใหม่ผสมผสานวัฒนธรรมกับนวัตกรรม พัฒนาบุคลากร ใช้เทคโนโลยี ส่งเสริมความยั่งยืน สร้างพันธมิตร ควรพิจารณาการปฏิบัติตามมาตรฐาน การปรับตัว และการแข่งขันระดับนานาชาติ สรุปผล: แนวทางการพัฒนาสปาเพื่อสุขภาพในเชียงใหม่ควรมุ่งเน้นการยกระดับคุณภาพบริการและสร้างอัตลักษณ์ที่โดดเด่น ผสมผสานวัฒนธรรมล้านนากับนวัตกรรมบริการ พัฒนาทักษะบุคลากรด้านการนวด การต้อนรับ และการสื่อสาร รวมถึงพัฒนาด้านการตลาดและการบริหารจัดการเพื่อเพิ่มความสามารถในการแข่งขันของธุรกิจ
Customer value (CV) is a central concept in marketing; most research hypotheses are developed through conceptual discussions in positive linear relationships. This article explores the relationship between CV and profits using mathematical and economic substitution methods. Two models of CV to profits are benefit-based (Model-1) and price-based (Model-2), which reveal the relationship between CV and profits can be positive or negative, quadratic or concave. There is a CV paradox expressed in propositions intended to warn of possible threats to profitability. A three-dimensional graphical CV surface is depicted to facilitate understanding of the results and then used to develop guidelines for avoiding paradoxes. This article also explains several important strategies and practices in creating CV and company profits.
Purpose
This study examines the association between behavioral loyalty and satisfaction scores for banks. Past work has generally viewed the link between satisfaction and loyalty to be one way – satisfaction causes or induces loyalty. This study suggests the relationship may not be just one-way, and that current loyal behavior towards banks (measured as using 1, 2 or 3 banks) may be related to satisfaction scores: the more banks used, the lower the satisfaction score.
Design/methodology/approach
The study employs large-scale survey data from the UK YouGov panel. It analyses satisfaction scores for 16 banks, from consumers who use either 1, 2 or 3 banks.
Findings
Banks receive lower satisfaction scores from their customers who use one other bank, compared to customers who do not use one other bank. Furthermore, users of two banks are less satisfied with either of them compared to users of one, and users of three banks are, on average, less satisfied with each of them compared to users of two.
Practical implications
The results will help managers and researchers better understand satisfaction scores. For example, part of the reason why a bank obtains low satisfaction scores could be that it has a large proportion of dual or multi-bank customers. Next, knowing that satisfaction scores differ according to the number of banks currently used may contribute to a more nuanced understanding of the link between satisfaction and future loyalty.
Originality/value
The study is highly original in proposing a novel hypothesis relating to bank usage and how it relates to satisfaction scores.
Several psychological brand performance indicators that predict a brand’s intermediate market share have been identified. So far, rating studies have exclusively investigated brand effects in terms of linear relationships, and their specific and possibly nonlinear interactions have yet to be examined in comparison. Hence, we investigated the relative importance of three well-established psychological performance indicators, attitude toward the brand, perceived quality, and brand experience, in predicting brand loyalty. A sample of 1,077 participants completed an online survey and rated subsets of 105 international brands from various product and service industries. Relations between attitude, perceived quality, and experience in predicting loyalty toward a brand were analyzed using semi-parametric additive mixed regression models. We replicated that all three predictors significantly impacted brand loyalty and revealed a pronounced nonlinear relationship between attitude and loyalty. The inclusion of nonlinear interactions between predictors improved model fit. In particular, the nonlinear interaction between perceived quality and attitude substantially impacted brand loyalty. In addition, these effects differ by type of industry, specifically fast-moving consumer goods, automotive, fashion, electronics, and finance/insurance. These findings draw attention to nonlinear patterns between specific psychological features of brands. Future research should address nonlinear effects and the specific interactions of other essential predictors of brand equity.
Purpose
This study investigates the relationships between service quality, relationship quality (i.e. satisfaction, trust and commitment) and loyalty in the business-to-business (B2B) context.
Design/methodology/approach
A questionnaire was developed from a comprehensive literature review. It was verified by experts and statistical techniques. The data were collected from senior purchasing officers in 232 electrical and electronics companies in Thailand. Path analysis of structural equation modeling was used to analyze the hypothesized model.
Findings
It was found that service quality has a significant positive direct effect on satisfaction, trust and commitment. Commitment significantly affects loyalty, while service quality, satisfaction and trust do not.
Originality/value
This is one of the first examples of empirical research to examine the links between service quality, components of relationship quality and loyalty in the B2B electrical and electronics context.
This research aims to find out how the comparison of e-commerce consumer satisfaction for e-service quality of Shopee and Tokopedia in Mataram city. This type of research is descriptive comparative. The population in this study were consumers of e-commerce Shopee and Tokopedia in the city of Mataram. The data collection method used is a survey sample. The samples used in this study were 43 samples. The sampling technique uses non-probability sampling techniques with a purposive sampling approach. Data collection techniques used were questionnaires and interviews. The measurement of consumer satisfaction uses the consumer satisfaction index (CSI), and to find out whether there is a significant difference in customer satisfaction on e-service quality of Shopee and Tokopedia, a paired sample t-test is used
Consumers are increasingly attuned to integrated products, packed with myriad functionality for ‘work’ and ‘play.’ Consumers may evaluate these integrated offerings along the dimensions of hedonic versus utilitarian values, and these products’ communication messaging and positioning may emphasize either the hedonic or utilitarian features. The present research examines the role of perceived hedonic vs. utilitarian values of integrated products vis-à-vis self-image congruence and perceived quality on consumers’ willingness to pay a price premium for these integrated offerings. Using empirical data from two studies, the results show that self-image congruence and willingness to pay a price premium exhibit a positive relationship that is mediated by perceived quality, and the strength of the mediated link varies by the levels of perceived hedonic vs. utilitarian value an individual places on an integrated product. The findings contribute to understanding the antecedents of consumers’ willingness to pay premium prices for integrated offerings.
To achieve sustainable development of e-commerce and promote customers’ online shopping conduct, companies develop online shopping platforms to enhance customers’ online shopping behavior. The growing significance of technology in advertising has sparked intense interest in the worlds of education and business to create enjoyable experiences for online clients. Analyzing flow-related states is crucial for generating these experiences. Based on a combined theoretical framework comprising the antecedents of flow, the expectation confirmation model, and the technology acceptance model, this research examines how flow experiences influence the willingness to participate in online purchasing through online shopping platforms, with a focus on Chinese internet users of online shopping platforms. Three hundred internet clients were selected using the convenience sampling technique, and a survey methodology was employed to collect information from internet consumers. Findings from this study suggest that flow had a significant effect on continuous intention, perceived usefulness, and satisfaction. Furthermore, concerning flow’s antecedents, flow was significantly influenced by feedback, perceived enjoyment, and perceived vividness. Moreover, perceived usefulness and perceived ease of use were found to have substantial relationships with satisfaction and continuous intention. This research provides significant implications for research scholars and practitioners.
Purpose
This study explores the mediating effects of relationship marketing orientation (RMO) and service quality orientation (SQO) on market orientation, selling orientation, and policyholder retention in non-life insurance services. Additionally, it offers important recommendations for non-life insurers in Taiwan for policy development and improving policyholder retention.
Design/methodology/approach
Data were collected from a sample of policyholders belonging to the top five non-life insurance companies in Taiwan. The data were then analyzed with structural equation modeling.
Findings
RMO and SQO mediate the effects of the salesperson’s market orientation on policyholder retention. Thus, RMO and SQO are key factors influencing policyholder retention. Consequently, high levels of market orientation should be maintained to increase RMO and SQO, strengthening the retention rate of non-life insurance policyholders.
Research limitations/implications
The main limitation of this study is its cross-sectional nature. In the future, researchers should collect data from other countries and service industries (e.g. banks, securities, and other financial institutions), expand to different insurance contexts (e.g. life insurance), and conduct longitudinal studies or experimental research.
Practical implications
The results of this study can act as a guide for providers of non-life insurance services. Based on the research results, we recommend decision-makers pay increased attention to increasing policyholder retention rates by strengthening their firm’s RMO and SQO.
Originality/value
Few studies have investigated the relationships among market orientation, selling orientation, RMO, SQO, and policyholder retention in non-life insurance services within Asian contexts in general and specifically in Taiwan. Thus, this study’s theoretical contributions, managerial implications (especially for decision-makers), and the proposed future research directions represent timely and valuable additions to the literature.
Pour améliorer la rentabilité de leur offre, les marques ont recours, en cette période de crise, à différents moyens visant à augmenter leur chiffre d’affaires et réduire leurs coûts. Confrontés à une baisse perçue de leur pouvoir d’achat, comment les consommateurs réagissent-ils à ces pratiques ? Une analyse de contenu des commentaires postés par des internautes sur les blogs ouverts par la presse française à la suite d’un article de 60 millions de consommateurs intitulé « Comment les marques camouflent les hausses de prix ? » est menée. Les perceptions des pratiques des entreprises agro-alimentaires sont ainsi analysées en termes de valeur de consommation et les effets induits sur la relation consommateur-marque appréhendés en termes de justice perçue et de confiance. Trois catégories de réponses émergent : les réponses de compréhension, de conciliation et de confrontation. Face aux pratiques « douteuses », différents profils comportementaux apparaissent. En découlent des enjeux importants pour les marques et des implications managériales pour les décideurs .
The purpose of this study is to hypothesize and test the co-creation experience and switching costs of service recovery as important mediators of the relationship between service recovery and customer loyalty. Using Hayes (Hayes in Introduction to mediation, moderation, and conditional process analysis: A regression-based approach. The Guilford Press, 2018) process macros such as parallel multiple mediation model and serial multiple mediation model, a model based on the literature review is systematically validated. An important finding is that service recovery may not be sufficient to directly influence customer loyalty; rather, empirical evidence clearly demonstrates the mediating effects of the service recovery co-creation experience, satisfaction with the experience, service recovery satisfaction, and switching costs. Finally, the results and implications of the study are discussed, followed by limitations and future research directions.
The number of migrant workers in Taiwan has been increasing annually. Over the past decade, migrant workers have contributed to the nation’s economic growth, particularly in the construction, fishing, nursing, and public service sectors. Although many practitioners and scholars have articulated the significance of managing and understanding the migrant workers’ work and living conditions, research on the complex influences targeting their shopping behavior, attachment, and customer loyalty has not been steady. This study aimed to develop and empirically test a framework to examine the effects of store image, service quality, product attributes, and sales promotion on store and brand attachments, affecting customers’ loyalty to stores among migrant workers. The study employed the Mehrabian-Russell Model and attachment theory as theoretical bases. Empirical data was collected from 504 migrant workers in Taiwan through the purposive sampling technique using a questionnaire survey. Data analysis, hypotheses testing, and model validation were performed through SmartPLS 3.2.8 statistical software. The findings showed that store image and service quality were positively related to store attachment. Product attributes and sales promotion were positively related to brand attachment. Additionally, store and brand attachments are positively related to customer loyalty. Therefore, store and brand attachment were mediators linking store image, service quality, product attributes, and sales promotion to customer loyalty. According to the findings, the study offers implications and suggestions for researchers and practitioners in the retail sector, especially for retail stores related to migrant workers.
This research was carried out in the JNE Main Branch in Medan where this study was conducted to determine how the influence of the service marketing mix consists of: Products (X1), Price (X2), Promotion (X3), Locations (X4), People (X5), Physical Evidence (X6), and Process (X7) on Purchase Decisions (Y) consumers which mediation by consumer trust to use service of JNE Main Branch Medan. The population in this study were 5.400 consumers with 185 samples taken. The research was conducted from August to October 2023. This study used quantitative data which was processed using SEM-PLS analysis model with Smart PLS 3.0. application. Data sources used primary data taken directly from respondents and secondary one was obtained from interviews with JNE Main Branch Management. The results of the research show that product, price, promotion, place, employees, physical evidence, processes and customer trust have a positive and significant effect on customers' purchasing decisions to use JNE Medan Main Branch services. Meanwhile, consumer trust in this research can mediate the influence of product, price, promotion, place, employees, physiscal evidence and processes on customer purchasing decisions at JNE Medan Main Branch
The aim of this study is to descriptively determine the service failures that cause customer dissatisfaction in food and beverage businesses and the applied service recovery strategies. Within the scope of the study, data were collected from employees working in various positions in restaurants located in tourism centers in different regions of Turkey, with a semi-structured interview form consisting of 15 questions between the 19th August and 24th August 2022. As a result of the research, it was determined that service failures were mostly experienced in food taste, service speed and price. In response to service failures, employees have implemented service recovery strategies such as apologizing, voiding the check or invoice, offering free food or drinks, and offering to make a new order. This study contributes to the identification and understanding of service failures encountered in food and beverage businesses and the service recovery strategies applied. Additionally, in the study, employees emphasized the importance of issues such as effective communication and training in reducing or completely eliminating customer dissatisfaction.
E-commerce has changed shopping habits and increased the competition of businesses while expanding consumers' options. Therefore, e-commerce businesses have begun to actively seek ways to increase brand loyalty in order to survive and differentiate themselves in a highly competitive environment. In this context, this study investigates the role of perceived quality, customer satisfaction, and brand parity in cultivating brand loyalty within the realm of global e-commerce. In this study, an online survey has been conducted on the customers of Amazon, Global JD (JoyBuy) and Aliexpress e-commerce sites. SPSS 25 program was used for validity, reliability and frequency analysis in the research, and the AMOS 21 software was utilized to assess the structural soundness of the scales and conduct confirmatory factor analysis. The findings suggest that customer satisfaction and brand parity positively affect brand loyalty. In addition, the empirical evidences have revealed a favorable impact of perceived quality on customer satisfaction.
Online restaurant reviews contain expressions of customer expectations in prose as well as in star ratings that indicate overall customer satisfaction. In prose, one way customers communicate that expectations are or are not met is through a grammatical construction called adversative connectives (ACs) (i.e., constituents such as but, although, however, and even though). In the present study, we examine the relationship between star ratings and customers’ use of ACs by employing a combination of content analysis, mixed-effects models, and thematic analysis in a corpus of nearly 35,000 online reviews for restaurants located in the United States. The results reveal an important way customers communicate their (dis)satisfaction online. Specifically, the statistical modeling indicates that the ACs used and the content they emphasize have a significant relationship with star ratings. Restaurant owners can use these findings to focus on the most important information in customer reviews, especially when they are sifting through many reviews or through reviews for which no summative rating is provided.
Consumer expectations play a crucial role in shaping consumer experiences, and it is important to understand what factors contribute to these expectations. However, there is limited research on the factors that influence expectations, particularly internal factors. Additionally, few studies differentiate between types of expectations and their underlying causes. This study focuses on normative and predictive expectations related to institutional food and examines how individual psychological factors (such as entitlement, subjective knowledge, and sensitivity to disconfirmation) and sociocultural factors (like word of mouth and temporal focus) influence these expectations. The researchers used surveys to collect data from two different groups of baby boomers in Norway, with a total of 300 participants in each group. The findings reveal that normative and predictive expectations for institutional food differ in their content, and individual psychological and sociocultural factors affect different types of expectations. Individual psychological factors have a stronger influence on normative expectations, whereas sociocultural factors primarily impact predictive expectations. Further research should explore the relationship between the content of expectations and their drivers in other contexts. This study contributes to our understanding of the factors that shape consumer expectations, particularly in non‐hedonic consumption experiences.
Purpose
The purpose of this paper is to present a model that connects predictors of customer satisfaction considering Service Domain-Logic assumption and convenience and quality of service as sources that were identified as relevant aspects for customer satisfaction related to financial services.
Design/methodology/approach
Survey of a sample of six hundred and eight respondents was obtained. Structural equation modeling was used for data analysis to test research hypotheses.
Findings
The predictive effects of convenience, economic value, and quality of service have proved to be significant for customer satisfaction. Perceived service quality was identified as a mediator of the relationship between convenience and customer satisfaction.
Research limitations
This sample may have caused a few biases in the results, because it was selected by convenience.
Practical implications
The findings have implications for organizations since they demonstrate that improving service value is a means of increasing customer satisfaction. To ensure that the customer finds the interaction with the banking service to be appealing and to offer valuable benefits, the banking service should therefore allow for customer participation to increase the perception of economic value and, more importantly, to facilitate the dissemination of information
Originality/Value -
This study brings results that show that customer participation impacts positively on the perception of economic value, but it is not the key for customer satisfaction in financial services. This result proves that the effects of customer participation are more complex than others before mentioned.
Keywords:
Customer satisfaction; Customer participation; Economic value; Convenience; Perceived service quality
This research aims to develop a qualitative research method that can be used to determine customer satisfaction, one of the most important issues in marketing, in a comprehensive, descriptive, accurate, and simple way. In recent years, the importance of qualitative research in the field of marketing has been increasing. For example, in this direction, the satisfaction with the college and the opinions about the college of college students from different classes were studied. The opinions of 115 students, collected using the personalization technique within the descriptive phenomenological design, were tested, and the findings were compared with the results obtained from the same students by quantitative means. As a result of the research, it was found that the average value of general satisfaction, which was obtained by 17 open-ended questions, differed from the results of the quantitative research by only 3%. On the other hand, students' opinions were grouped under themes, which were divided into four categories. In order to shorten and simplify the method, the results of the two questions selected from the questions were compared with the general results. In this direction, it was found that the information provided by the open-ended question "If it was an animal, which animal would it be? And why?" asked to the participants was sufficient to reveal the general satisfaction and attitude themes. It was understood that this question revealed results covering both quantitative and qualitative research results in the overall satisfaction measurement. This question is expected to be useful in easily revealing the obvious or implicit perceptions of customers about a brand
This study examined the impact of marketing mix elements on brand loyalty in Nigerian telecommunication firms. The general objective is to examine the impact of marketing mix elements on brand loyalty in Nigerian telecommunication firms. The specific objectives of the study are to examine the effect of price on brand loyalty, to investigate the relationship between distribution and brand loyalty, to determine the effect of promotion on brand loyalty and to examine the effect of product on brand loyalty. The study adopted the descriptive survey design method. The population of the study was one hundred and thirty three (133) from selected telecommunication firms in Asaba, Delta State. A stratified sampling technique was used to select the respondents in each of the selected telecommunication firms in Asaba. Findings revealed the extent to which price, distribution, promotion and product affect brand loyalty. The study concludes that distribution strategy has a significant relationship with product management. The study also concludes that telecommunication firms use integrated marketing communications strategy as their major promotion strategy which is designed to make all aspects of marketing communication such as advertising, sales promotion, public relations, and direct marketing work together as a unified force, rather than permitting each to work in isolation. The study recommends that telecommunication firms should use price promotion strategies, such as uses price discounts, free samples, and bonus packs to increase customers’ intention to purchase their products and hence, increase in sales volume.
The advent of social media and the applications that followed continue to hold significant influence in today’s market landscape. Across the globe, consumers are using social media to access products-related information. However, it is also providing information that is helpful to consumers for their well-being. The chapter attempts to bridge the gap to use social media for consumer well-being. Firstly, it identifies relevant consumer well-being models/conceptualizations that are applicable in the context of social media. Secondly, it provides a detailed set of model-specific guidelines for marketers to implement in their social media strategy to contribute to consumer well-being. These strategies reflect a broad set of themes highlighting the importance of social media, including social listening, brand advocacy, customer engagement, and brand-consumer synergy. Finally, the chapter discusses the examples of two companies—Nike and Starbucks—whose social media practices have led to high levels of well-being for their consumers.
The purpose of this study is to investigate service quality and passenger satisfaction as the value of loyalty of passenger's style of acting in the comfort of passengers to fly to the destination safely during the COVID-19 epidemic. This study contributes to understanding the factors that influence passenger loyalty to airline services during the COVID-19 epidemic. The quantitative study was done among airline passengers who flew during the COVID 19 epidemic in 2020. A purposive sampling with non-probability sample was used to conduct an online survey for domestic aircraft passengers. The data reveal that service quality, satisfaction, and brand image all positively impact passenger loyalty, both directly and indirectly. Meanwhile, airline brand image has no moderating influence on service quality and passenger happiness to loyalty. There are numerous samples in the study and constraints in the conceptual framework. Furthermore, a comprehensive model can be utilized to investigate novel factors. Other variables, such as price, trust, or perceived values, may be included in future investigations.
The relationship between attribute-level performance, overall satisfaction, and repurchase intentions is of critical importance to managers and generally has been conceptualized as linear and symmetric. The authors investigate the asymmetric and nonlinear nature of the relationship among these constructs. Predictions are developed and tested empirically using survey data from two different contexts: a service (health care, n = 4517) and a product (automobile, n = 9359 and n = 13,759). Results show that (1) negative performance on an attribute has a greater impact on overall satisfaction and repurchase intentions than positive performance has on that same attribute, and (2) overall satisfaction displays diminishing sensitivity to attribute-level performance. Surprisingly, results show that attribute performance has a direct impact on repurchase intentions in addition to its effect through satisfaction.
This study develops a longitudinal model of the effect of a service change on customer attitudes about service quality. The model is estimated with data from a field experiment with three survey waves. Service changes are found to strongly influence customer evaluations of service quality through their effect on customer perceptions of current performance and disconfirmation. The effect of disconfirmation is larger, and the effect of prior attitudes is smaller, directly after the service change compared with a subsequent time period.
Data obtained from 375 members of a consumer panel in a two-phase study of consumer experiences with automobile repairs and services were used to examine the antecedents and consequences of consumer satisfaction. The results support previous findings that expectations and disconfirmation are plausible determinants of satisfaction, and suggest that complaint activity may be included in satisfaction/dissatisfaction research as suggested by earlier descriptions of consumer complaining behavior.
A conceptual model articulating the nature and determinants of customer expectations of service is proposed and discussed.
The model specifies three different types of service expectations: desired service, adequate service, and predicted service.
Seventeen propositions about service expectations and their antecedents are provided. Discussion centers on the research implications
of the model and its propositions.
A simple yet effective rating scale measure of satisfaction has been developed by sociological researchers studying the perceived quality of life. The author examines the suitability of this measure for marketing studies of consumer satisfaction/dissatisfaction. Reliability, validity, and selected measurement properties are evaluated empirically.
Although the ''disconfirmation of expectations'' model continues to dominate research and managerial practice, several limitations indicate that it is not a complete picture of satisfaction formation. The authors propose a new model of the satisfaction formation process that builds on the disconfirmation paradigm by specifying a more comprehensive model that includes two standards in a single model and specifically incorporates the impact of marketing communication. An empirical test of the model provides support for the hypothesized relationships and a better understanding of the mechanisms that produce satisfaction.
While marketing scholars have emphasized the importance of customer satisfaction, few studies have examined in detail consumers' responses to dissatisfaction. This study examines correlates of one possible response-telling others about the dissatisfaction-and identifies variables that distinguish this response from others. Variables investigated include the nature of the dissatisfaction, perceptions of blame for the dissatisfaction, and perceptions of retailer responsiveness. Marketing management and consumer behavior research implications are discussed.
Examines the relative importance of service recovery in determining
overall satisfaction and behavioral intentions. Recommendations include
suggestions for implementing a service recovery program and for
encouraging dissatisfied customers to complain.
The disconfirmation of expectations model has been increasingly criticized in recent years and, as a result, standards other
than expectations have been suggested. The present research proposes consumer desires, based on means-end theory, as the comparison
standard. Results of an experiment show that the extent to which performance is congruent with desires is a powerful antecedent
to satisfaction, while the effect of disconfirmation of expectations is nonsignificant.
textlessptextgreaterThe attainment of quality in products and services has become a pivotal concern of the 1980s. While quality in tangible goods has been described and measured by marketers, quality in services is largely undefined and unresearched. The authors attempt to rectify this situation by reporting the insights obtained in an extensive exploratory investigation of quality in four service businesses and by developing a model of service quality. Propositions and recommendations to stimulate future research about service quality are offered.
This paper addresses the issue of post-purchase processes of consumers who complain about purchase experiences. Hypotheses about complaining consumers' satisfaction or dissatisfaction with organizational response and their subsequent repurchase behavior are proposed and empirically tested using data from consumers who complained to a major oil company.
Research on consumer satisfaction with products has typically ignored influences other than the confirmation of expectations relative to product outcomes. This paper examines the impact of broader, intrapersonal affective variables on satisfaction, and presents empirical results on the relative effects of both types of influence.
This article examines the underlying dimensionality of three aspects of the post-consumption experience-product evaluation, product-elicited affect, and product satisfaction. In addition, the article integrates these concepts through a suggested causal framework. Students evaluated either a high- or a low-involvement product in current use, reported affective responses evoked by it, and assessed their levels of product-derived satisfaction. Analysis shows that two primary dimensions of product evaluation-utilitarian and hedonic judgment-can be viewed as causally antecedent to two dimensions of affect-pleasantness and arousal-and to product satisfaction. Implications of the conceptual framework and empirical findings for the study of consumption events are discussed.
Although both consumption emotion and satisfaction judgments occur in the postpurchase period, little is known about their correspondence. This article investigates the interrelationships between the two constructs by way of taxonomic and dimensional analyses to identify patterns of emotional response to product experiences. Five discriminable patterns of affective experience were uncovered, which were based on three independent affective dimensions of hostility, pleasant surprise, and interest. The results extend prior findings of a simple bidimensional affective-response space and reveal that satisfaction measures vary in their ability to represent the affective content of consumption experiences. Copyright 1991 by the University of Chicago.
The effects of five determinants of satisfaction are tested as well as individual differences in satisfaction formation. Manipulations of attribution, expectancy, performance, disconfirmation, and equity are written into stock market trading scenarios in a full factorial design. Results show that all main effects and four ordinal two-way interactions are significant. Then, an individual-level analysis is performed on the repeated measures data. Three clusters of subjects sharing similar response tendencies (disconfirmation, performance, and equity) are identified and related to investment attitudes, outcome attitudes, and demographics. No consistent relationships are discovered, suggesting that the response differences reflect deeper behavioral tendencies. Implications of this approach for satisfaction paradigms, satisfaction theory, and individual satisfaction response orientations are presented.
This study compares reactions of consumers to participation in prepaid group practice and alternative health insurance plans in a large metropolitan area. The majority of respondents in the survey were very satisfied with the medical care they and their families received during the preceding year. However, prepaid practice respondents expressed relatively less satisfaction than persons participating in alternative insurance plans. Degree of satisfaction was found to be related to characteristics of consumers, such as being unmarried, low skepticism toward medical care, psychological well being, and perceived positive health status. When all correlates of satisfaction were controlled, being in the prepaid group continued to have an independent effect on degree of dissatisfaction. When questioned about their perceptions of the accessibility of medical care, prepaid practice respondents reported greater difficulty in obtaining appointments and longer travel time to site of care than persons participating in alternative insurance plans, but shorter waiting time upon arrival at the doctor's office. Perceived barriers to access were positively associated with consumer dissatisfaction.
Recent findings on the brain's anatomy suggest that there are modality-specific resources for the processing of language. This article develops a theoretical model on the behavioral consequences of modality-specific resources for spoken and written information. The model predicts antagonistic effects of reduced interference versus reduced integration of verbal information presented across the two modalities, as compared to within a single modality. Three experiments compare unimodal to multimedia messages containing either a mix of modalities or information presented bimodally. The results provide qualified support far the model in the realm of item-specific Versus relational memory and elaboration. Compared to unimodal presentations, alternating the presentation modality decreases relational processing but can increase item-specific processing. Furthermore, a simultaneous bimodal presentation format increases recognition memory but does not appear to affect relational processing or item-specific elaboration.
Consumer reaction to the Michigan container law is considered influential to the adoption of similar laws at the state and national levels. A survey of consumers investigates their satisfaction with the law, likes and dislikes about the recycling system, and reaction to retailer activities in adapting to the law. Implications for the expansion of the container recycling concept are discussed.
Automobile purchasers were surveyed about feelings toward their inputs to and outcomes from the sales transaction, as well as their perceptions of the inputs and outcomes of the salesperson. Structural equation modeling with maximum likelihood estimation shows two concepts advanced in the equity literature, fairness and preference (advantageous inequity), to be related differentially to input and outcome judgments. No necessary symmetry is observed between the weights attached to inputs and outcomes or between those attached to self and salesperson. When framed in a larger perspective involving satisfaction with the salesperson, the fairness dimension mediates the effect of inputs and outcomes on satisfaction whereas preference does not. The fairness influence is robust against the simultaneous inclusion of disconfirmation in the satisfaction equation. Satisfaction, in turn, is related strongly to the consumer's intention cognitions. The findings suggest that the retail sales transaction may differ in substantive ways from the subject-peer and worker-coworker comparisons in other disciplines and that models of interpersonal satisfaction in the sales transaction should include the mediating effect of the fairness dimension of equity. The managerial implications of these findings are discussed.
The authors investigate whether it is necessary to include disconfirmation as an intervening variable affecting satisfaction as is commonly argued, or whether the effect of disconfirmation is adequately captured by expectation and perceived performance. Further, they model the process for two types of products, a durable and a nondurable good, using experimental procedures in which three levels of expectations and three levels of performance are manipulated for each product in a factorial design. Each subject's perceived expectations, performance evaluations, disconfirmation, and satisfaction are subsequently measured by using multiple measures for each construct. The results suggest the effects are different for the two products. For the nondurable good, the relationships are as typically hypothesized. The results for the durable good are different in important respects. First, neither the disconfirmation experience nor subjects' initial expectations affected subjects' satisfaction with it. Rather, their satisfaction was determined solely by the performance of the durable good. Expectations did combine with performance to affect disconfirmation, though the magnitude of the disconfirmation experience did not translate into an impact on satisfaction. Finally, the direct performance-satisfaction link accounts for most of the variation in satisfaction.
Customer satisfaction/dissatisfaction has become an important issue for marketing practitioners. The authors examine the issue in terms of customer service. In particular, practitioners and academicians have noted that simply investing in greater service delivery may not return the cost of the additional investment. Part of the problem is that customers' response to service increments can be nonlinear, and satisfaction and dissatisfaction thresholds may not occur at the same point. The authors propose a method for analyzing this complex behavior in a way that can lead to the development of more accurate service strategies through an understanding of the relationships among customer-transaction costs, satisfaction, and purchase loyalty. They use a catastrophe model to describe a service loyalty customer-response surface. Then, by presenting a "real-world" application with a small service-quality customer dataset provided by General Electric Supply, they show how one actually estimates such a model and interprets the results.
For consumers, evaluation of a service firm often depends on evaluation of the "service encounter" or the period of time when the customer interacts directly with the firm. Knowledge of the factors that influence customer evaluations in service encounters is therefore critical, particularly at a time when general perceptions of service quality are declining. The author presents a model for understanding service encounter evaluation that synthesizes consumer satisfaction, services marketing, and attribution theories. A portion of the model is tested experimentally to assess the effects of physical surroundings and employee responses (explanations and offers to compensate) on attributions and satisfaction in a service failure context.
The author examines consumer affective responses to product/consumption experiences and their relationship to selected aspects of postpurchase processes. In separate field studies of automobile owners and CATV subscribers, subjects reported the nature and frequency of emotional experiences in connection with product ownership and usage. Analysis confirms hypotheses about the existence of independent dimensions of positive and negative affect. Both dimensions of affective response are found directly related to the favorability of consumer satisfaction judgments, extent of seller-directed complaint behavior, and extent of word-of-mouth transmission.
The authors extend consumer satisfaction literature by theoretically and empirically (1) examining the effect of perceived performance using a model first proposed by Churchill and Surprenant, (2) investigating how alternative conceptualizations of comparison standards and disconfirmation capture the satisfaction formation process, and (3) exploring possible multiple comparison processes in satisfaction formation. Results of a laboratory experiment suggest that perceived performance exerts direct significant influence on satisfaction in addition to those influences from expected performance and subjective disconfirmation. Expectation and subjective disconfirmation seem to be the best conceptualizations in capturing satisfaction formation. The results suggest multiple comparison processes in satisfaction formation.
A model is proposed which expresses consumer satisfaction as a function of expectation and expectancy disconfirmation. Satisfaction, in turn, is believed to influence attitude change and purchase intention. Results from a two-stage field study support the scheme for consumers and nonconsumers of a flu inoculation.
A simplified cognitive model is proposed to assess the dynamic aspect of consumer satisfaction/dissatisfaction in consecutive purchase behavior. Satisfaction is found to have a significant role in mediating intentions and actual behavior for five product classes that were analyzed in the context of a three-stage longitudinal field study. The asymmetric effect found demonstrates that repurchase of a given brand is affected by lagged intention whereas switching behavior is more sensitive to dissatisfaction with brand consumption. An attempt to predict repurchase behavior on the basis of the investigated cognitive variables yielded weak results. However, repurchase predictions were improved when the model was extended to a multipurchase setting in which prior experience with the brand was taken into account.
Customer satisfaction research is integrated with research on higher education in developing a model of alumni satisfaction
with college education. The model proposes that alumni satisfaction with higher education is a function of two performance
and disconfirmation attributes: intellectual environment and employment preparation. The model was tested among 475 alumni
of a major Eastern undergraduate business school and demonstrates the advantage of modeling the disconfirmation paradigm with
multiple sources of satisfaction.
Disconfirmation models of customer satisfaction employing three alternative standards of performance were compared by using causal modeling. Pre- and post-measures were obtained from subjects in three different use situations. The disconfirmation paradigm is supported. The analysis suggests that best brand norm and product norm are additional standards used for evaluating focal brand performance.
Are there economic benefits to improving customer satisfaction? Many firms that are frustrated in their efforts to improve quality and customer satisfaction are beginning to question the link between customer satisfaction and economic returns. The authors investigate the nature and strength of this link. They discuss how expectations, quality, and price should affect customer satisfaction and why customer satisfaction, in turn, should affect profitability; this results in a set of hypotheses that are tested using a national customer satisfaction index and traditional accounting measures of economic returns, such as return on investment. The findings support a positive impact of quality on customer satisfaction, and, in tum, profitability. The authors demonstrate the economic benefits of increasing customer satisfaction using both an empirical forecast and a new analytical model. In addition, they discuss why increasing market share actually might lead to lower customer satisfaction and provide preliminary empirical support for this hypothesis. Finally, two new findings emerge: First, the market's expectations of the quality of a firm's output positively affects customers' overall satisfaction with the firm; and second, these expectations are largely rational, albeit with a small adaptive component.
This study empirically tested the compositional structure of client satisfaction judgments relative to a nonprofit service,
a university research library, by using confirmatory factor analysis. The role of the library staff as service providers,
the social environment created by other library patrons, the library services themselves, and the physical environment were
all found to be significant dimensions of client satisfaction with a university library. The results also provide support
for the ubiquity of client satisfaction judgments in a not-forprofit services context characterized by a nonmonetary exchange
between service provider and clients.
The purpose of this paper is to explore the three determinants of consumer satisfaction, i.e. Predictive Expectations, Normative
Expectations and Comparative Expectations. This study applied the confirmation of expectations paradigm to each of the types
of expectations. The efficacy of the paradigm in the prediction of consumer satisfaction is examined. Comparative analyses
of the three types of expectations show that normative expectations and their confirmation are the best predictors of satisfaction.
Suggestions for further research on measurement and conceptual development of consumer satisfaction are also offered.
Service quality and customer satisfaction are widely recognized as key influences in the formation of consumers' purchase intentions in service environments. However, a review of the existing literature suggests that the specific nature of the relationship between these important constructs in the determination of consumers' purchase intentions continues to elude marketing scholars (c.f. Bitner and Hubbert 1994; Bolton and Drew 1994; Gronroos 1993; Rust and Oliver 1994). The study reported here was designed to aid in the understanding of these relationships by empirically assessing the nature of the relationship between service quality and consumer satisfaction in the formation of consumers' purchase intentions across four unique service industries. The results of the current research, coupled with the weight of the evidence in the emerging services literature, suggest that consumer satisfaction is best described as moderating the service quality/purchase intention relationship. The managerial and research implications of the reported study are also discussed.
We provide a mathematical framework for assessing the value of customer satisfaction. The framework enables managers to determine which customer satisfaction elements have the greatest impact, and how much money should be spent to improve particular customer satisfaction elements. This makes it possible to hold customer satisfaction programs accountable, in the way that other business programs are held accountable, by forcing them to demonstrate their benefits with respect to bottom-line profitability. We use an individual-level model of loyalty and retention, and then build up to market share by aggregation. We demonstrate the application of our approach in a pilot study of a city's retail banking market.
This study suggests that consumer responses to service failures may be influenced by perceptions of procedural and interactional fairness. Procedural fairness is operationalized as the consumer's opportunity to present information and express feelings, or “voice.” Interactional fairness is operationalized as an apology to the consumer. A 2 X 2 X 2 X 4 between-subjects experimental design manipulated levels of complaint outcome, apology, voice, and type of service. Apology and voice appeared to enhance fairness and satisfaction perceptions in the “favorable outcome” condition, when consumers were offered a discount or gift after service failure. When no tangible offering was made, apology and voice had lesser effect and in some instances were associated with lower perceptions of fairness and satisfaction. Implications for practitioners and researchers are discussed.
Many business practitioners have addressed the importance of delighting the customer as an extension of providing basic satisfaction. Yet the concept of customer delight has not been given a clear behavioral foundation, and the antecedents and consequences of customer delight, when manifest in specific service contexts, have not been empirically explored. This paper attempts to provide a first step toward establishing a behavioral basis for customer delight, empirically testing its hypothesised antecedents and consequences, and exploring the resulting implications. Based on data from two service fields, structural equation results support the proposition that unexpected high levels of satisfaction or performance initiate an arousal ⇒ pleasure (positive affect) ⇒ delight sequence. Mixed support is found for the hypothesis that delight is a combined result of pleasure and arousal. Satisfaction, acting in parallel with delight, was strongly related to pleasure and disconfirmation and had a clear effect on behavioral intention; the effect of delight on intention, however, appears to be moderated by the service context. Managerial implications include the consideration of whether delight is a reasonable and meaningful consumer expression in particular service contexts, the necessity of focusing on surprising levels of satisfaction or performance when attempting to produce delighting consumption experiences, and potentially separate strategies for inducing satisfaction and delight.
Two different samples consisting of housewives and students, respectively, were examined in terms of differences in their susceptibility to reference group influence. The results reveal significant differences between housewives and students in terms of the influence which the three types of reference groups have upon brand selection. The findings raise a serious question concerning the external validity of studies which use students as subjects yet make generalizations to a broader population base.
Extant research has widely investigated linear functional forms in satisfaction and loyalty models. Though complex nonlinear nature of satisfaction loyalty link is suggested by several researchers, few attempts have been made to empirically examine nonlinearity. Moreover, researchers have used divergent functional forms to model nonlinearity and their findings are often inconclusive. In this study we use nonlinear form to describe the relationship between satisfaction, attitudinal loyalty, purchase loyalty and customer behavioral intentions such as willingness to pay more and external and internal complaining responses in the context of business-to-consumer ecommerce. We find modest empirical support for nonlinear effects in the relationship. Results support nonlinearity only in the case of attitudinal loyalty to internal complaining response link. Results also present evidence about the mediating role of attitudinal loyalty in the relationship between satisfaction, purchase loyalty, willingness to pay more and internal complaining responses.
Prior work on the equity and disconfirmation determinants of transaction satisfaction was extended to product satisfaction. Based on perceptions of inputs and outcomes of buyer, dealer, and salesperson, two subtractive versions of the equity formula-- absolute equity difference and equity advantage--were tested with fairness and preference as mediating variables. Both variables were related only to the equity advantage formula, and disconfirmation and fairness were shown to be distinct components of post-transaction dispositions. Moreover, product satisfaction was shown to be a function of product disconfirmation, complaining, and satisfaction with the dealer. The latter apparently mediates both fairness and salesperson satisfaction. Copyright 1989 by the University of Chicago.
A theoretical model linking measures of objectively defined changes in consumer life status to changes in brand preferences and overall satisfaction with product and service purchases is proposed and empirically tested. Bivariate and multiple equation analyses of cross-sectional data in one metropolitan area indicate strong support for the model. The results imply that households undergoing status change are more likely to be (1) undergoing spontaneous changes in brand preferences and (2) open to intervention by change agents in the future.
Attribution theory provides the framework for predicting consumer responses to product failures. Study 1 surveyed reasons for and reactions to product failure and Study 2 manipulated reasons in an experiment. Reasons for product failure influenced reactions such as desiring a refund or an exchange for the product, perceiving that an apology is owed the consumer, and wanting to hurt the firm's business.
Despite substantial evidence that the use of student subjects in marketing research is inappropriate, their use continues. This investigation systematically compares a group of student subjects with their parents, panel members, and comparably aged nonstudents in respect to four research questions. The findings reported show that both in terms of theory development and answer comparisons, students are different from the other three groups and lessen the external validity of the research.
Studies whose findings are included in the meta-analysis. Not all of these studies are cited in the text Sirgy,A Social Cognition Model of Consumer Satisfaction/Dissatisfaction: An Experiment
- M Joseph
Studies whose findings are included in the meta-analysis. Not all of these studies are cited in the text —A Reexamination of the Determinants of Consumer Satisfaction
- B Scott
- Richard W Mckenzie
- Olshavsky
Studies whose findings are included in the meta-analysis. Not all of these studies are cited in the text AielloScaling the Heights of Consumer Satisfaction: An Evaluation of Alternative Measures
- Albert
- John A Jr
- Larry J Czepiel
- Rosenberg
Studies whose findings are included in the meta-analysis. Not all of these studies are cited in the text BeardenSelected Determinants of Consumer Satisfaction and Complaint Report
- O William
- E Jesse
- Teel
Studies whose findings are included in the meta-analysis. Not all of these studies are cited in the textAn Extended Perspective on the Antecedents of Satisfaction
- Kennedy John
- R Peter
- C Thirkell
Consumer Decision Making Following a Failed Service Encounter: A Pilot Study
- Tax
- S Stephen
Studies whose findings are included in the meta-analysis. Not all of these studies are cited in the text —An Exploratory Study of Non-Product-Related Influences Upon Consumer Satisfaction
- Joseph A Cote
- Jr