Modeling Consumer Satisfaction Processes Using Experience-Based Norms

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

doi:10.2307/3151833

Cited by 591 publications

(393 citation statements)

References 7 publications

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“…Returning to the example of Motel 6 and Four Seasons, 'should' expectations are more stringent for Four Seasons because it is in the competitive set of 5-star hotels (Woodruff, Cadotte, and Jenkins 1983). As a result, a customer's judgment of evaluated aggregate quality must be higher for Four Seasons to result in the same satisfaction level as Motel 6.…”

Section: Customer Satisfactionmentioning

confidence: 99%

“…These expectations are determined by accumulated information consisting of stored customer knowledge accrued from a customer's own experiences, other customers' experiences, firm strategies (e.g., customer relationship and brand strategies), media reports, and quality signals associated with each attribute (Kirmani and Rao 2000;Woodruff, Cadotte, and Jenkins 1983). Within this process, the state of evaluated aggregate quality is the aggregation across attributes of an offering's perceived attribute performance relative to a customer's 'ideal' expectation.…”

Section: The Quality Evaluation Processmentioning

confidence: 99%

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What is Quality? An Integrative Framework of Processes and States

Golder

Mitra

Moorman

2012

Journal of Marketing

255

183

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Quality is a central element in business strategy and academic research. Despite important research on quality, an opportunity for an integrative framework remains. The authors present an integrative framework of quality that captures how firms and customers produce quality (the quality production process), how firms deliver and customers experience quality (the quality experience process), and how customers evaluate quality (the quality evaluation process). The framework extends the literature in several ways. First, the authors describe important linkages between the three processes, including links reflecting the role of co-production. Second, they point to overlooked aspects of the quality processes that influence how quality is conceptualized and should be managed. These include customer heterogeneity in measurement knowledge and motivation; the role of emotion in quality production, experience, and evaluation; and a new typology of attributes. Third, they propose a quality state residing within each quality process and describe what gives rise to these states, which will enhance decision makers' ability to measure and manage quality processes. Finally, they offer theoretical and managerial implications derived from their integrative quality framework including 20 strategies to increase customer satisfaction.

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Section: Customer Satisfactionmentioning

confidence: 99%

Section: The Quality Evaluation Processmentioning

confidence: 99%

What is Quality? An Integrative Framework of Processes and States

Golder

Mitra

Moorman

2012

Journal of Marketing

255

183

View full text Add to dashboard Cite

show abstract

“…Brady and Cronin's (2001) seminal research on conceptualizing the service quality construct, is the first to combine many models (Parasuraman et al 1985(Parasuraman et al , 1988Grönroos 1982;Rust and Oliver 1994;(e.g. Bolton and Drew 1991;Churchill and Surprenant 1982;Mazis, Ahtola, and Klippel, 1975;Woodruff, Cadotte, and Jenkins, 1983) and attempt to overcome the shortcomings of each. Instead of criticizing the discrepancies of each of the service quality models, they theoretically modified the models into one comprehensive model that summarizes and draws from the concurrence and developments of each model.…”

Section: Literature Reviewmentioning

confidence: 99%

The role of Islamic culture in service quality research

Gayatri

Hume²,

Mort³

2011

Asian Journal on Quality

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The purpose: The purpose of this research is to explore Service Quality from the perspective of the Muslim consumer. There is growing evidence that culture influences buying-habits and behaviours' of consumers in services. However, most cross-cultural consumer research in Asia has focused on the dimension of Chinese-Confucian beliefs providing opportunity to investigate other religious-cultural aspects in an Asia and consumption.Design/methodology/approach: This research explores the key attributes/factors of quality of services according to Muslim customers using the verbal protocol method followed by in-depth probing interviews of 35 respondents. In depth, interviews were conducted in Indonesia with a sample of Javanese-Muslim customers of airline, retail, hotel, and restaurant industries.Theoretical saturation was achieved with thick rich scripts obtained from respondents.Findings: Preliminary analysis suggests some distinct outcomes positioning culture and religion as important construct for consideration in service quality research.Practical Implications: The research provides important insights for service providers who target the Muslim consumer. AbstractThe purpose of this research is to explore Service Quality from the perspective of the Muslim consumer. There is growing evidence that culture influences buying-habits and behaviours' of customers in a service context. The fact that most cross-cultural consumer research in Asia has focused on the dimension of Chinese-Confucian beliefs provides this research opportunity to investigate other religious-cultural aspects in an Asian context and service quality. In this study, the key attributes/factors of quality of services according to Muslim customers are explored using the verbal protocol method. The verbal protocol is followed by in-depth probing of respondents. Interviews were conducted in Indonesia with a sample of Javanese-Muslim customers of airline, retail, hotel and restaurant industries. Preliminary analysis suggests some distinct outcomes which will be presented and position culture as a fertile field for future research in service quality. The research provides important insights for service providers who will target the Muslim consumers.This research also has potential to enrich SQ conceptualization, theory, and measurement.

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“…There are several researchers that describe satisfaction as an emotion (Westbrook, 1980;Woodruff et al, 1983) whereas other researchers have reduced it to a purely cognitive comparison (Churchill & Suprenant, 1982;Bloemers & Kasper, 1995). Oliver (1997) defined customer satisfaction as the consumer's response towards fulfillment, the degree to which the level of fulfillment is pleasant or unpleasant.…”

Section: Satisfactionmentioning

confidence: 99%

The Relationship between Store Brand and Customer Loyalty in Retailing in Malaysia

Abdullah¹,

Ismail²,

Rahman³

et al. 2012

ASS

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Purpose: The purpose of this study are to ascertain the linkages between brand and customer loyalty towards store brands especially in Malaysia, to investigate the factor that contributes to brand loyalty to increase the number of brand loyal customer and to determine the factors influencing the success of store brand in the market. Significance of the study (Theoretical aspect):It is hope that this research may create a niche understanding of a relationship between store brand and customer loyalty in Malaysia. The findings of this study also can be added into current knowledge and literature for future reference.www.ccsenet.org/ass

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Modeling Consumer Satisfaction Processes Using Experience-Based Norms

Cited by 591 publications

References 7 publications

What is Quality? An Integrative Framework of Processes and States

What is Quality? An Integrative Framework of Processes and States

The role of Islamic culture in service quality research

The Relationship between Store Brand and Customer Loyalty in Retailing in Malaysia

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