Consumer sophistication and the role of emotion on satisfaction judgments within credence services

Garry, Tony

doi:10.1002/cb.229

Cited by 21 publications

(36 citation statements)

References 28 publications

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“…Research on consumer sophistication confirms that consumers possess varying degrees of skills, knowledge and experience that impact on their expectations and assessment of a product (Garry, 2007). Knowledge about a product or brand increases the probability of customer satisfaction with that product or brand (Guo and Meng, 2008). Consumers' beliefs about the brand being reliable, consistent and competent lead to a greater level of brand satisfaction (e.g., Chaudhuri and Holbrook, 2001).…”

Section: Consumer Knowledgementioning

confidence: 95%

“…Furthermore, Lurigio and Carroll (1985) suggest that people use prior knowledge to build a body of experience. Research on consumer sophistication confirms that consumers possess varying degrees of skills, knowledge and experience that impact on their expectations and assessment of a product (Garry, 2007). Knowledge about a product or brand increases the probability of customer satisfaction with that product or brand (Guo and Meng, 2008).…”

Section: Consumer Knowledgementioning

confidence: 97%

“…Consumer knowledge has mainly been researched in Western contexts and for that reason assessing theory generalization and equivalence across different cultural contexts is important (Guo and Meng, 2008). Two major dimensions of consumer knowledge are familiarity (Muthukrishnan and Weitz, 1991) and product knowledge (Bloch et al, 1986).…”

Section: Consumer Knowledgementioning

confidence: 99%

See 2 more Smart Citations

Examining the role of wine brand love on brand loyalty: A multi-country comparison

Drennan

Bianchi

Cacho-Elizondo³

et al. 2015

International Journal of Hospitality Management

166

133

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Keywords:Wine Brand love Brand loyalty Brand satisfaction Brand trust Wine experience Wine knowledge a b s t r a c t This study develops and tests a model through a multi-country study that considers consumer wine knowledge and wine experience, wine brand trust and wine brand satisfaction as antecedents of wine brand love, and wine brand loyalty as a consequence of wine brand love. Data were collected in five wine-producing countries (Australia, Chile, France, Mexico and Portugal) with a final sample of 3462 completed surveys. Hypotheses were tested with structural equation modeling and the findings confirm the importance of brand love as both a mediator and direct influence on brand loyalty for wine consumers. Furthermore, brand satisfaction was positively and significantly related to brand love. In addition, wine experience, rather than wine knowledge, positively influenced brand trust and satisfaction. Finally, results also identify differences between countries thereby providing insights into how companies should focus their marketing strategies internationally.

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Section: Consumer Knowledgementioning

confidence: 95%

Section: Consumer Knowledgementioning

confidence: 97%

Section: Consumer Knowledgementioning

confidence: 99%

See 1 more Smart Citation

Examining the role of wine brand love on brand loyalty: A multi-country comparison

Drennan

Bianchi

Cacho-Elizondo³

et al. 2015

International Journal of Hospitality Management

166

133

View full text Add to dashboard Cite

show abstract

“…Health care is a highly emotional credence service context in which affect has a complex relationship to outcomes (Garry, ). Negative emotions such as anxiety have been more commonly investigated in the healthcare context (Dubé et al ., ).…”

Section: Introductionmentioning

confidence: 99%

Emotions and cognitions in consumer health behaviors: insights from chronically ill patients into the effects of hope and control perceptions

Makarem

2015

J of Consumer Behaviour

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The lack of compliance to medical advice is a widely recognized healthcare concern with important implications to consumer wellbeing. Through an in-depth examination of the narratives provided by chronically ill patients, this study contributes to transformative consumer research by offering a better understanding of patients' compliance or lack of compliance with medical advice. The narratives are examined with a focus on two potential antecedents: hope and perceptions of control over health outcomes. Findings suggest that although control perceptions play a crucial role in compliance, chronically ill patients often feel that they have no control over their health outcomes. The narratives reveal that the positive emotion of hope is a motivator for positive health behaviors. Additionally, the lived experiences accounts suggest a possible relationship between hope and control perceptions: patients' belief in their ability to manage their chronic illness facilitates hope but might not be essential to it. The importance of healthcare providers' role in cultivating hope and customizing their interactions with patients is discussed. The implications also indicate that health initiatives aimed at increasing treatment compliance should consider alternatives to messages calling for patients to take control of their health. Instead, future research on health behavior should look beyond social cognition models of health behavior and focus on the role of positive emotions such as hope.

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“…Given the credence attributes inherent in health services, the relationship between the GP and the patient has an important influence on patient emotions and satisfaction even well after the encounter has occurred (Garry, 2007;Michel, 2001). …”

Section: The Doctor-patient Relationshipmentioning

confidence: 99%

Uncovering the desired qualities and behaviours of general practitioners (GPs) during medical (service recovery) encounters

Gruber

Frugone

2011

Journal of Service Management

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Purpose -The purpose of this paper is to uncover the desired qualities and behaviours that patients believe general practitioners (GPs) should have in medical (service recovery) encounters. In particular, the authors try to reveal the qualities and behaviours of GPs that patients value, to understand the underlying benefits that they look for during personal (service recovery) encounters, and to graphically illustrate the findings in a so-called hierarchical value map. This will prove to be important in order to understand patients' needs and desires correctly. Design/methodology/approach -An exploratory research study using the qualitative laddering interviewing technique was regarded as appropriate as it allows researchers to gain a deeper insight into an underdeveloped research subject. In total, in-depth laddering interviews with 38 respondents were conducted. Findings -In case of a service recovery encounter, patients believe that GPs need to show competence, friendliness and empathy in order to restore trust in them. GPs should also listen actively and do the appropriate checks in order to find the root cause of the problem. "Health" was the main value sought by patients. This value is considered by patients to be the gateway to moving on with their everyday lives and search the attainment of other values such as well-being, belongingness, accomplishment, and self-realization. Moreover, respondents would like to gain knowledge about their disease in order to prevent them in the future and to have some sense of control over the decision of the treatment. Patients also want a more active role in the medical (service recovery) encounter, which calls for a more shared approach by GPs in the interaction with their patients. Originality/value -This paper gives a valuable first insight into the desired qualities and behaviours of GPs during medical (service recovery) encounters. The study results especially indicate that complaining patients are people first and patients second, where the primary importance is the satisfaction of basic social needs. The fact that this study has revealed the highest number of values in published laddering studies so far shows how crucial these medical (service recovery) encounters in general and GP qualities and behaviours in particular are for patients. Another strong contribution of this paper is the finding that all the identified concepts from the laddering interviews that are shown in the hierarchical value maps must not been seen in strict isolation, as in previous research, but have to be understood as a network of interrelated concepts.

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Consumer sophistication and the role of emotion on satisfaction judgments within credence services

Abstract: Abstract

Cited by 21 publications

References 28 publications

Examining the role of wine brand love on brand loyalty: A multi-country comparison

Examining the role of wine brand love on brand loyalty: A multi-country comparison

Emotions and cognitions in consumer health behaviors: insights from chronically ill patients into the effects of hope and control perceptions

Uncovering the desired qualities and behaviours of general practitioners (GPs) during medical (service recovery) encounters

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