A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions

Oliver, Richard L.

doi:10.2307/3150499

Cited by 7,095 publications

(5,891 citation statements)

References 25 publications

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“…Intrinsic quality cues refer to physical characteristics of the product and extrinsic quality cues refer to everything else including the price of the product, the store in which the product is bought, advertising claims about the product, and the brand (Grunert, 2002). The relationship between quality expectation (before purchase) and quality experience (after purchase) is commonly believed to determine consumer satisfaction with the product and, hence, the probability of repeated purchases (Oliver, 1980(Oliver, , 1993. Brands are a special quality cue, because they allow consumers to draw on their previous experience with the product.…”

Section: User-oriented Qualitymentioning

confidence: 99%

Relating physico‐chemical properties of frozen green peas (Pisum sativum L.) to sensory quality

2013

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BACKGROUND The acceptability of frozen green peas depends on their sensory quality. There is a need to relate physico‐chemical parameters to sensory quality. In this research, six brands of frozen green peas representing product sold for retail and caterer's markets were purchased and subjected to descriptive sensory evaluation and physico‐chemical analyses (including dry matter content, alcohol insoluble solids content, starch content, °Brix, residual peroxidase activity, size sorting, hardness using texture analysis and colour measurements) to assess and explain product quality. RESULTS The sensory quality of frozen green peas, particularly texture properties, were well explained using physico‐chemical methods of analysis notably alcohol insoluble solids, starch content, hardness and °Brix. Generally, retail class peas were of superior sensory quality to caterer's class peas although one caterer's brand was comparable to the retail brands. Retail class peas were sweeter, smaller, greener, more moist and more tender than the caterer's peas. Retail class peas also had higher °Brix, a*, hue and chroma values; lower starch, alcohol insoluble solids, dry matter content and hardness measured. CONCLUSIONS The sensory quality of frozen green peas can be partially predicted by measuring physico‐chemical parameters particularly °Brix and to a lesser extent hardness by texture analyser, alcohol insoluble solids, dry matter and starch content. © 2013 Society of Chemical Industry

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Section: User-oriented Qualitymentioning

confidence: 99%

Relating physico‐chemical properties of frozen green peas (Pisum sativum L.) to sensory quality

2013

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“…For example, Lee (2010) has developed a combination of three models: Expectation Confirmation Model (Oliver, 1986), Technology Acceptance Model (TAM) (Davis, Bagozzi, & Warshaw, 1989), and Theory of Planed Behavior (Netemeyer, Ryn, & Ajzen, 1991). He has also examined the effects of satisfaction, perceived usefulness, attitude, flow theory, subjective norms, and perceived behavioral control on adoption and continuation of e-learning.…”

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confidence: 99%

Factors Affecting Students’ Attitudes towards E-Learning

Jović

Stanković

Neskovic

2017

mng

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E-learning is becoming a widespread method of gaining knowledge in a global environment. Accessibility and variety of online content encourage more people to get involved in learning from digital resources. However, there has been limited research exploring the factors that could influence students’ attitudes regarding e-learning. In this study, field research was conducted to determine which factors affect students’ attitudes towards e-learning. The questionnaire was developed to collect data about factors that influence attitudes towards e-learning. A total of 286 students were the study cohort. Three factors were identified using principal component analysis: e-learning usefulness, ease of use, and content design. Regression analysis was conducted to determine the strength of the factors influencing attitudes towards e-learning. All factors had a significant influence on attitude towards e-learning. Usefulness of e-learning had the strongest impact on students’ e-learning intention. Our study will contribute to the existing work in this field by emphasizing the importance of perception of content design on attitudes towards e-learning.

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“…Generally, customer dissatisfaction is the platforms on which CCB begins. The Expectancy Disconfirmation Theory argued that dissatisfaction leads to CCB as a result of the gap between customers' expectation and the actual performance of the product or service (Oliver, 1980). Most studies on CCB confirmed that consumer dissatisfaction could originate based on several aspects of the consumption process, like the product itself, customer service, store atmosphere, and warranty, (Crie, 2003;Bearden & Oliver, 1985;Day & Landon, 1976).…”

Section: Customer Complaints Behaviourmentioning

confidence: 99%

The Influence of Psychographic Variables on the Theory of Exit, Voice, and Loyalty of Customer Complaints Behaviour in Banks

Alexander¹,

Samuel²

2015

JOC

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This paper analyses Customer Complaints Behaviour (CCB) using psychographic factors and the Theory of Exit, Voice and Loyalty. Prior studies on the continent of Africa have explored customer dissatisfaction, service failure, complaints handling and complaint attitudes, but not in association with psychographic factors. This research gap is addressed with a new conceptual understanding that integrates psychographic variables and the Theory of Exit, Voice and Loyalty in a single study. In total, 171 valid questionnaires were gathered from customers of two public banks in Accra chosen randomly, and a convenience sampling method was used for the respondents. This study has revealed that assertiveness, conservatism, attitude towards complaints, sense of justice, service attribute significantly influence the theory of Exit, Voice and Loyalty of CCB. What is more, the findings have also shown that there is a statistical difference between complainers and non-complainers. Complainers are more likely to stay loyal, and are less likely to voice out or leave their bankers. We suggest that banks should not only center CCB strategies towards complainers, but should also take into account non-complainers as they are equally important to businesses.

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A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions

Cited by 7,095 publications

References 25 publications

Relating physico‐chemical properties of frozen green peas (Pisum sativum L.) to sensory quality

Relating physico‐chemical properties of frozen green peas (Pisum sativum L.) to sensory quality

Factors Affecting Students’ Attitudes towards E-Learning

The Influence of Psychographic Variables on the Theory of Exit, Voice, and Loyalty of Customer Complaints Behaviour in Banks

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