Modeling Consumer Satisfaction Processes Using Experience-Based Norms

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

doi:10.1177/002224378302000308

Cited by 305 publications

(131 citation statements)

References 8 publications

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“…Expectations a stakeholder had of the regulatory act during the drafting process of the NHCR are assumed to influence the perception, as expectations prior to the occurrence of an event are described to influence the perception of that event (Oliver, 1980;Woodruff et al, 1983). In addition, current experience in dealing with the regulation is expected to affect perception.…”

Section: Theoretical Frameworkmentioning

confidence: 99%

Stakeholders’ perception of the nutrition and health claim regulation

Boer

Bast

2015

International Journal of Food Sciences and Nutrition

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In 2007, the Nutrition and Health Claim Regulation (NHCR) entered into force, which required scientific substantiation of health claims. In the field of antioxidants, most proposed claims were negatively assessed by the European Food Safety Authority (EFSA). This study reviews the perception of the NHCR of 14 Dutch stakeholders to unravel the grounds for disproving the putative health claims. Most claims are shown to be refused based on the quality of scientific substantiation, due to usage of scientific methods on which no consensus has been reached and the differences in expectations and requirements. Three themes exemplify the need for improvement in applying the NHCR: (i) enforcement; (ii) methodology; and (iii) perceived impact of the NHCR. With highly diverging perceptions of stakeholders, the current effectiveness of the NHCR can be questioned. The views of different stakeholders on these themes help to focus the discussion on the NCHR in capturing health effects.

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Section: Theoretical Frameworkmentioning

confidence: 99%

Stakeholders’ perception of the nutrition and health claim regulation

Boer

Bast

2015

International Journal of Food Sciences and Nutrition

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“…Bacon, 2003;Crompton & Duray, 1985) on approaches to try to quantify such distinctions, with little agreement. Attempting to avoid a dichotomously 'good' or 'bad' categorisation, Woodruff, Cadotte, and Jenkins (1983) proposed a 'zone of indifference' (similarly referred to as a 'zone of tolerance' by , where the difference between importance or expectation and actual performance is negligible and has no effect on customer intent, and thus should not be the focus of management attention. Pragmatically, management attention is needed where performance falls shorts of importance by a significant margin.…”

Section: Importance As a Disconfirmation Standardmentioning

confidence: 99%

Online service quality: Content and process of analysis

Piercy

2013

Journal of Marketing Management

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The purpose of this paper is to build a comprehensive model of online service quality that confirms both the content of, and process of measuring, this higher-order construct. While the past decade has seen the Internet become a key channel for service delivery, there remains uncertainty around many aspects of both the content of, and process of how to measure, online service quality. We use a large sample of European consumers (n = 3399) of four companies (two pure play and two multichannel) to develop a new nine-dimension model of online service quality. We validate importance as a disconfirmation standard. We find trust in the company to be the most important dimension of online service quality, with customer service also highly rated. Issues of personalisation/customisation were very low rated. We find the online pure-play companies in the sample delivering better performance than multichannel retailers, despite having customers who are actually more demanding. We discuss the practical and research implications of these findings.

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“…During that consumption experience they observe actual service performance. The consumer's subjective evaluation of how well (or poorly) that actual performance compares to expected performance results in the perceived service quality (Woodruff et al, 1983;Parasuraman et al, 1988;Cronin and Taylor, 1992).…”

Section: Overview Of Service Quality Literaturementioning

confidence: 99%

Service quality in the Thai telecommunication industry: a tool for achieving a sustainable competitive advantage

Johnson

Sirikit

2002

Management Decision

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2005),"The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market", European Journal of Marketing, Vol. 39 Iss 7/8 pp. 910-925 http:// dx.If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation.

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Modeling Consumer Satisfaction Processes Using Experience-Based Norms

Cited by 305 publications

References 8 publications

Stakeholders’ perception of the nutrition and health claim regulation

Stakeholders’ perception of the nutrition and health claim regulation

Online service quality: Content and process of analysis

Service quality in the Thai telecommunication industry: a tool for achieving a sustainable competitive advantage

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