Models of Consumer Satisfaction Formation: An Extension

Tse, David K.; Wilton, Peter C.

doi:10.2307/3172652

Cited by 1,266 publications

(613 citation statements)

References 23 publications

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“…Satisfaction, according to Tse & Wilton (1988) and Oliver (1980), is an evaluation made by a person between previously created expectations and the result obtained from the consumption of a product or service; i.e. the final psychological state resulting when the feeling around the disconformity of expectations meets the previous sentiments about the consumption experience (Oliver, 1981).…”

Section: Satisfaction With Tourism Destinationsmentioning

confidence: 99%

Urban destination loyalty drivers and cross-national moderator effects: The case of Barcelona

et al. 2012

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Section: Satisfaction With Tourism Destinationsmentioning

confidence: 99%

Urban destination loyalty drivers and cross-national moderator effects: The case of Barcelona

et al. 2012

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“…According to the expectancy disconfirmation paradigm (Oliver and De Sarbo 1988;Tse and Wilton 1988), consumers make a comparison between service expectations and performance that will result in either confirmation or disconfirmation. Customers' expectations are confirmed when product or service performance exactly meet expectations.…”

Section: Possible Direct Effects On Customer Satisfaction Trust and mentioning

confidence: 99%

Islamic Marketing Ethics and Its Impact on Customer Satisfaction in the Islamic Banking Industry

Hassan¹,

Latiff²

2014

JIBM

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Abstract. Islamic marketing ethics combines the principle of value maximisation with the principles of equity and justice for the welfare of the society. Adherence to the Islamic ethics in the Islamic banking industry can help elevate the standards of both behaviour and living of bankers and customers alike. In a rapidly changing marketing environment the need to be customer-focused has never been as important as it is today. At present where customers are becoming more demanding and increasingly mobile between competing financial providers, being customer-focussed is not enough. Islamic banks and more specifically their customer-contact employees (customer relation advisers or officers) need to be perceived by their customers as being Islamic.This study represents an initial step in analysing the role of Islamic ethical sales behaviour as it may be perceived by the customers of Islamic Banks.

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“…Conceptual Definitions. Customer Satisfaction is the consumer's response to the evaluations of the perceived discrepancy between prior expectations and the actual performance of the product as perceived after its consumption (Tse & Wilton, 1988). Price is defined by the comparison of price to other indicators, such as quality, expectations etc.…”

Section: Methodsmentioning

confidence: 99%

Loyalty in the supermarket

Vieira

Damacena

2007

BAR, Braz. Adm. Rev.

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Loyalty has been a hot topic in marketing management, not only for academics, but also for managers. In that sense, the main goal of this paper is to identify the variables that discriminate loyalty groups. Therefore, seven hypotheses have been proposed which might have an impact on loyalty groups. Based on discriminant analysis, the paper analyzes and discusses the data, and presents a conclusion that the more important variables on loyalty in the supermarket are affective commitment, satisfaction with its environment and value provided by supermarket experiences. Moreover, the results also indicated that the theoretical model achieved a variance in the loyalty construct of canonical R-squared = 0.78. It could be considered a good value to the final model. Final considerations and study limitations conclude the paper.

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Models of Consumer Satisfaction Formation: An Extension

Cited by 1,266 publications

References 23 publications

Urban destination loyalty drivers and cross-national moderator effects: The case of Barcelona

Urban destination loyalty drivers and cross-national moderator effects: The case of Barcelona

Islamic Marketing Ethics and Its Impact on Customer Satisfaction in the Islamic Banking Industry

Loyalty in the supermarket

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