Expectations and Norms in Models of Consumer Satisfaction

Cadotte, Ernest R.; Woodruff, Robert B.; Jenkins, Roger L.

doi:10.1177/002224378702400307

Cited by 439 publications

(375 citation statements)

References 4 publications

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“…Most studies of consumer satisfaction have used models based on different theories such as norm theory (Cadotte et al, 1987), perceived performance theory (Tse and Wilton, 1988), equity theory (Fisk and Young, 1985) or expectation/disconfirmation theory (Oliver, 1997).…”

Section: Perceived Valuementioning

confidence: 99%

The role of trust in cruise passenger behavioral intentions

Forgas-Coll

Palau‐Saumell

García

et al. 2014

Management Decision

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Purpose – The purpose of this paper is to develop and test a framework to investigate the relationship between perceived value, satisfaction, trust and behavioral intentions and the moderator effect of the cruise line on cruise passengers’ perceptions. Design/methodology/approach – A structural model was developed. In order to verify the hypotheses, a total of 729 cruise passengers were sampled. The study of the data used structural equation models by means of a multi-group analysis. Findings – The results of this study suggest significant paths to increase behavioral intentions: perceived service quality? satisfaction? trust?. In addition, it has been proved that the cruise line moderates the relationships between constructs in most of the relationships in the two cruise lines analyzed. Practical implications – The differences in the relationships of perceived service quality with overall satisfaction, trust and behavioral intentions suggest that one of the cruise lines analyzed ought to make decisions to improve the installations and the services on board the ships. These decisions involve substantial investments which affect, as well as the marketing management regarding the design of the product, the financial management and also the CEO. Originality/value – Unlike earlier studies of cruise tourism carried out in Caribbean and Asian destinations, this study empirically tested a model of the formation of behavioral intentions which incorporates trust as a mediator variable between satisfaction and behavioral intentions and between perceived service quality and behavioral intentions in the Mediterranean. Also tests the moderator effect exercised by the cruise line on the consumers’ perception on the way to behavioral intentions.

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Section: Perceived Valuementioning

confidence: 99%

The role of trust in cruise passenger behavioral intentions

Forgas-Coll

Palau‐Saumell

García

et al. 2014

Management Decision

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“…Even though brand names are important for service companies, the empirical published studies of brand names appear to have focussed on consumer products only and neglected services. Similarly, most research on quality of services has focussed on customer satisfaction and paid little attention to brand reputation (Bitner, 1990;Bolton and Drew, 1991a;1991b;Cadotte et al, 1987;Cronin and Taylor, 1992;Oliver, 1981;Parasuraman et al, 1988;Westbrook and Newman, 1978). If then, as argued in this article, loyalty is also driven by strong brand names, remedies other than quality improvements may also be appropriate.…”

Section: Introductionmentioning

confidence: 94%

“…Customers may thus employ other standards of comparison in forming disconfirmation and satisfaction feelings. Cadotte et al (1987) suggest two different norms customers may use as the "ideal" for comparison. First, the norm might be the typical performance of a particular brand such as the most preferred, the last purchased, the most popular, or other.…”

Section: Product Performancementioning

confidence: 99%

Erratum

1993

Journal of Product &Amp; Brand Management

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“…However, besides the expectancy-disconfirmation model, a number of additional approaches have been developed in an attempt to explain the formation of consumer satisfaction/dissatisfaction, including equity theory (Fisk and Young 1985;Cadotte et al 1987), attribution theory (Folkes 1984) and experiential-based affective feelings (Westbrook 1987). Equity theory postulates that consumers will analyse the purchase (exchange) process to determine the extent to which it is equitable or fair.…”

Section: Satisfaction Perspectivementioning

confidence: 99%

Perceived service quality and medical outcome: An interdisciplinary review and suggestions for future research

Murfin

Schlegelmilch²,

Diamantopoulos

1995

Journal of Marketing Management

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The objective of the paper is to offer an interdisciplinary perspective of the constructs patient satisfaction, service quality and medical outcome. The method employed initially focuses on the roots of satisfaction research in consumer behaviour, its applications in business and medicine and the potential shortcomings of satisfaction measures. A review of the literature on outcome measures emphasizes the problems that may arise in the general practice setting. A more broadly-based service quality perspective is also discussed. As a result of the review, a link is made incorporating the three research traditions (satisfaction focus, outcome focus and quality focus) into a service quality model for general practice. The theoretical constructs of the model are then related to specific variables. The implications of the proposed model for general practice management are discussed and suggestions are made for testing the model in the general practice setting.

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Expectations and Norms in Models of Consumer Satisfaction

Cited by 439 publications

References 4 publications

The role of trust in cruise passenger behavioral intentions

The role of trust in cruise passenger behavioral intentions

Erratum

Perceived service quality and medical outcome: An interdisciplinary review and suggestions for future research

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