Customer Satisfaction: A Meta-Analysis of the Empirical Evidence

Szymanski, David M.; Henard, David H.

doi:10.1177/009207030102900102

Cited by 472 publications

(301 citation statements)

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“…Research has shown that equity is related to satisfaction (Szymanski and Henard, 2001), particularly in terms of (un)fair pricing (Oliver and Shor, 2003). Customer satisfaction has been defined as a post-consumption evaluation (Szymanski and Henard, 2001) which results from a comparison of previously held expectations with the perceived product. Hence, consumers' price perceptions are considered an important factor which influences overall satisfaction judgments (Herrmann et al, 2007).…”

Section: Outcomes Of Unfairness Perceptionmentioning

confidence: 99%

Unfairness in consumer services: Outcomes of differential treatment of new and existing clients

Fernandes

Calamote

2016

Journal of Retailing and Consumer Services

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a b s t r a c tIn a consumption context, there is a growing interest in understanding unfair behaviour of firms towards customers. Our research focuses on unfairness perceptions driven by differential treatment, particularly through price discrimination, i.e. the practice of charging differential prices to different customers. Our purpose is to investigate the consequences of these practices for unfairness perceptions, satisfaction, trust and patronage, showing a dual perspective: the perceptions of new vs existing clients when they face the advantaged or disadvantaged conditions. A survey-based experimental design approach was used. We conclude that unfairness perception is stronger for existing than for new clients, prompting negative attitudinal and behavioural consequences when the former are exposed to disadvantaged conditions in relation to the latter. Our study aims to provide marketers with a perspective on the pitfalls related to differential treatment between present and prospective clients, with implications in terms of design and implementation of customer management strategies.

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Section: Outcomes Of Unfairness Perceptionmentioning

confidence: 99%

Unfairness in consumer services: Outcomes of differential treatment of new and existing clients

Fernandes

Calamote

2016

Journal of Retailing and Consumer Services

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“…Following self-perception theory, if a consumer discloses feelings and opinions publicly he/she will feel socially committed to adhere to this position (Szymanski & Henard, 2001).…”

Section: The Influence Of Negative O-wom On Repatronage and Switchingmentioning

confidence: 99%

Negative online word-of-mouth: Behavioral indicator or emotional release?

Verhagen

Nauta

Feldberg

2013

Computers in Human Behavior

174

125

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The influence of negative online word-of-mouth on the behavior of those receiving it has been addressed extensively in the academic literature. Remarkably, the question whether negative online word-of-mouth should also be seen as a behavioral indicator of its sender remains unaddressed. Answering this question is relevant as it provides companies with insight into the need to engage in interaction with those who negatively express themselves online or whether these expressions should be seen as temporary emotional releases without any future conduct. To fill the existing research gap, this research paper proposes and empirically tests a sender-oriented model, investigating the influence of emotions, negative online word-of-mouth on repatronage and switching behavior. As disclosing negative feedback online may also reflect the sender's motivation to inform the consumer community or to provide constructive feedback to the company responsible for the dissatisfying consumption, community usefulness and company usefulness are included as behavioral moderators. The results of an empirical survey conducted amongst real senders of negative information confirm that negative online word-of-mouth is directly driven by positive and negative emotions and is strongly predictive for the sender's future conduct. The motivation to help other consumers was demonstrated to function as behavioral moderator. The paper concludes with theoretical and managerial implications, and suggests avenues for further research.

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“…Thus, there exists sufficient literature that considers perceived value as an antecedent of satisfaction (Anderson, Fornell, & Lehmann, 1994;Durvasula, Lysonski, Mehta, & Peng, 2004;McDougall & Levesque, 2000;Oh, 1999;Patterson & Spreng, 1997;Ravald & Grönroos, 1996;Singh & Sirdeshmukh, 2000;Spreng, Dixon, & Olhavsky, 1993;Szymanski & Henard, 2001;Woodall, 2003) and this relationship has also been found specifically in tourism. In package tourism Lee, Yoon, and Lee (2007) observe that this relationship occurs in every dimension of perceived value.…”

Section: Perceived Value To Tourism Destinationmentioning

confidence: 99%