Consumer satisfaction as a process

Tse, David K.; Nicosia, Franco M.; Wilton, Peter C.

doi:10.1002/mar.4220070304

Cited by 83 publications

(56 citation statements)

References 52 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Consumers would compare the perceived performance of a product/service against their prior expectations [14], [15]. Whether the comparison outcome could be perceived as worse than expected (a negative disconfirmation), better than expected (a positive disconfirmation) or just as expected (a zero disconfirmation or confirmation), will directly drive the satisfaction evaluation [16].…”

Section: Service Recovery Disconfirmationmentioning

confidence: 99%

The Relationships among Involvement Level, Service Failure, Service Recovery Disconfirmation and Customer Lifetime Value

Lai¹,

Chou²

2015

JOEBM

View full text Add to dashboard Cite

Abstract-Because service failure can't be fully avoided in the process transmission, understanding the service failure severity and their impact on customer responses and designing effective recovery strategies have been recognized as important problems by both service researchers and practitioners. There is still a lack of research on the link between service disconfirmation and the value of a customer to the firm. Also the previous research on service recovery has not incorporated important contextual factors, such as the involvement level of individual differences and the perceived severity of service failure across customers, into analytical models or empirical testing. To address the aforementioned knowledge gaps. The research we would like to focus on building a disconfirmation theory, we would like to find out the affect from the gap between of disconfirmation and expectations of service recovery and perceived performance of service recovery to customer lifetime value in children English learning material/service. The empirical result demonstrates that service failure severity can enhance service recovery expectation in customers' mind. Analysis also indicates that both service recovery expectation and service recovery performance significantly affect service recovery disconfirmation. Last, service recovery disconfirmation also influences customer lifetime value significantly.Index Terms-Involvement, service failure, children english learning material, service recovery disconfirmation, customer lifetime value.

show abstract

Section: Service Recovery Disconfirmationmentioning

confidence: 99%

The Relationships among Involvement Level, Service Failure, Service Recovery Disconfirmation and Customer Lifetime Value

Lai¹,

Chou²

2015

JOEBM

View full text Add to dashboard Cite

show abstract

“…Some examples of studies contributing to construct development include those for gender consciousness (Gould & Stern, 1989), attentional inertia (Verbeke, 1992), beauty (Bloch & Richins, 1992), environmental responsibility (Stone, Barnes, & Montgomery, 1995), relationship quality (Hennig-Thurau & Klee, 1997), voluntary simplifiers (Craig-Lees & Hill, 2002), E-scapes (Koernig, 2003), female role orientation in Chinese women (Sin & Yau, 2004), and market mavens (Clarke & Goldsmith, 2005). More traditional constructs have also been developed such as shopping motivation (Lesser & Kamal, 1991), involvement (Zaichkowsky, 1993;Mittal, 1995), satisfaction (Tse, Nicosia, & Wilton, 1990), cognitive dissonance (Sweeney, Hausknecht, & Soutar, 2000), and value (Chen & Dubinsky, 2003).…”

Section: Methodological Advancesmentioning

confidence: 99%

“…Tse, Nicosia, and Wilton (1990) conceptualized satisfaction as a subjective process of consumption experienced through time. This process model of satisfaction suggests that "mapping out" happens to the consumer after the purchase, and that usage and its effects on psychological processes such as arousal and attribution need to be measured to fully appreciate the impact of satisfaction.…”

Section: Heuristics and Biases Studies Within This Category Have Genmentioning

confidence: 99%

25 years of Psychology & Marketing: a multidimensional review

Shabbir

Reast

Palihawadana

2009

Psychology and Marketing

View full text Add to dashboard Cite

show abstract

“…A desconfirmação é medida pela diferença entre o desempenho (aquilo que é entregue ao consumidor) e as expectativas (aquilo que o consumidor esperava encontrar na experiência de consumo). Estudos focalizando os antecedentes da satisfação têm produzido forte apoio para o paradigma da desconfirmação ao longo de uma variedade de produtos (Tse et al, 1990;Yi, 1990). Mas esses mesmos autores notam a necessidade de refinamento de elementos do paradigma para melhor explicar a satisfação.…”

Section: Satisfação Do Consumidor: Uma Perspectiva Abrangenteunclassified

Satisfação com assistência técnica e lealdade ao fabricante no ramo automobilístico

Urdan¹,

Zuñiga²

2001

Rev. adm. empres.

View full text Add to dashboard Cite

RESUMOEste artigo contempla as relações entre a satisfação do cliente com serviços de assistência técnica automotiva (SATISSER) e sua lealdade ao fabricante do veículo (LEALDFAB), algo que não tem sido experimentalmente investigado a contento no marketing. Começando com uma revisão teórica, empreendeu-se uma análise empírica com uma amostra de 225 usuários de veículos brasileiros das montadoras Fiat, Ford, General Motors e Volkswagen. Com o método da modelagem de equações estruturais, evidenciou-se como significante o vínculo entre a variável exógena latente SATISSER (como causa) e a variável endógena latente LEALDFAB (como efeito). Essa comprovação pode ter um efeito indutivo de diligências dos produtores de bens e prestadores de serviços em geral (não só das concessionárias de veículos) para o aprimoramento dos serviços em suas ofertas. ABSTRACT This article addresses the relationship between customer satisfaction with automotive technical assistance services (SATISSER) and loyalty to the manufacturer of the vehicle (LEALDFAB), a subject that has not been appropriately investigated in the marketing. Beginning with a theoretical review, an empirical analysis with a sample of 225 users of Brazilian vehicles made by Fiat, Ford, General Motors and Volkswagen was undertaken. By using the structural equation modeling method, evidences were found of a significant link between the exogenous latent variable SATISSER (as cause) and the endogenous latent variable LEALDFAB (as effect). This result may have an inductive effect of hardworking upon manufacturers of goods and service providers in general (not only automobile dealerships) toward improvement of the services component in their offerings.PALAVRAS-CHAVE Satisfação com serviços, lealdade ao fabricante, causa e efeito, veículos, concessionárias. manufacturer, cause and effect, vehicles, dealerships. KEY WORDS Satisfaction with services, loyalty to the

show abstract

Consumer satisfaction as a process

Cited by 83 publications

References 52 publications

The Relationships among Involvement Level, Service Failure, Service Recovery Disconfirmation and Customer Lifetime Value

The Relationships among Involvement Level, Service Failure, Service Recovery Disconfirmation and Customer Lifetime Value

25 years of Psychology & Marketing: a multidimensional review

Satisfação com assistência técnica e lealdade ao fabricante no ramo automobilístico

Contact Info

Product

Resources

About