Selected Determinants of Consumer Satisfaction and Complaint Reports

Bearden, William O.; Teel, Jesse E.

doi:10.1177/002224378302000103

Cited by 428 publications

(87 citation statements)

References 18 publications

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“…This hypothesis is based on past research, which confirmed that emotional reactions following a negative experience with the service provider (eg anger) are associated with attribution of control to the service provider and are also negatively related to clients' evaluation of service and overall evaluation of satisfaction with the service (Bitner, 1990;Folkes, Koletsky and Graham, 1987;Taylor, 1994 Figure 1: Conceptual framework and hypotheses for studying the effect of public self-consciousness disposition on reactions to waiting waiting experience and behavioural intentions, the more subjects evaluate the waiting experience positively, the more favourable their behavioural intentions will be (H 8 ). This hypothesis supports the services marketing literature, in which the influence of satisfaction on future purchase intentions and the content of word-ofmouth communications are recognised (Bearden and Teel, 1983;Cronin and Taylor, 1992).…”

Section: Introductionsupporting

confidence: 85%

Public self‐consciousness disposition effect on reactions to waiting in line

Marquis

Filiatrault

2003

J of Consumer Behaviour

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In this paper, we investigate how high public self-conscious subjects may display specific reactions while waiting in line with strangers at a movie theatre. Results suggest that, when compared with low public subjects, high public self-conscious subjects will have an attentional focus directed toward time, will attribute more control to service managers for the cause of the wait and will evaluate the service more negatively. Results concerning relationships between attribution of control, behavioural intentions and service evaluation support those of previous studies and are both directly and indirectly moderated by the public self-consciousness disposition. This research opens the way to conducting future studies attempting to link other personality dispositions with consumer behaviour in the services domain.

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Section: Introductionsupporting

confidence: 85%

Public self‐consciousness disposition effect on reactions to waiting in line

Marquis

Filiatrault

2003

J of Consumer Behaviour

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“…Both these two sets of measures were adapted from Rodriguez Mosquera et al (2010). Consumer satisfaction for the consumption situation was measured with one item commonly used to assess satisfaction (Bearden and Teel, 1983;Westbrook and Oliver, 1991), measuring overall satisfaction (7-point response scale).Additional measures used were: the Dispositional Envy Scale (DES -Smith et al, 1999) -8 items (alpha = .86); and Materialism (Richins, 2004) -15 items (alpha = .93).…”

Section: Methodsmentioning

confidence: 99%

“…In this study consumer satisfaction for the consumption situation was measured with two items to overcome the potential limitations associated with the use of a single item. The items were "I am satisfied with the consumption experience for which I was envied" and "Ultimately, I feel satisfied with this consumption experience" (adapted from Bearden and Teel, 1983;Westbrook and Oliver, 1991). We also measured need for status of respondents as a control with the 5-item Status Consumption Scale (Eastman et al 1999).…”

Section: Methods and Proceduresmentioning

confidence: 99%

The bittersweet experience of being envied in a consumption context

Romani

Grappi

Bagozzi

2016

EJM

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Purpose\ud Very limited research exists examining envy from the viewpoint of an envied consumer, rather than an envier. This paper aims to address this gap by examining whether and how the experience of being envied actually affects consumers.\ud \ud Design/methodology/approach\ud This paper presents three experiments. Study 1 investigates the ambivalent experience of being envied. Study 2 examines the effect of being envied in consumption contexts on consumer satisfaction, analyzing the combined ambivalent effects of positive and negative feelings. It also investigates the moderating role played by consumer coping responses to enviers (mitigation vs exacerbation). Finally, Study 3 applies the hypothesized model in a specific context (i.e. a material possession context), focusing on adult consumers.\ud \ud Findings\ud Results show that negative (e.g. guilt and anxiety) and positive (e.g. sense of well-being and prestige) feelings for being envied depend on the type of relationship between the envier and the envied, and the type of desired object, and consumer satisfaction is driven by the combined ambivalent effects of positive and negative feelings, where coping responses by envied consumers moderate the effects of such feelings on satisfaction.\ud \ud Originality/value\ud This paper makes three main contributions: it extends prior research by highlighting the role of personal relationship factors and the type of object of desire in the experience of being envied; demonstrates that both positive and negative feelings of being envied affect consumer satisfaction; and shows conditions regulating the influence of positive and negative feelings on satisfaction, demonstrating that mitigation strategies decrease the effects of negative feelings on satisfaction, whereas exacerbation strategies failed to regulate the effects of positive feelings

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“…Several past studies posit service quality as a significant factor contributing to not only higher customer satisfaction (e.g., Bearden and Teel, 1983;Spreng and Mackoy, 1998;Beerli et al, 2004;Jain, 2008;Oyeniyi and Abiodun, 2008;Naeem and Saif, 2009;Awan et al, 2011), but also reduced operating costs, improved sales and profits (e.g., Boulding et al, 1993;Taylor and Baker, 1994;Zeithaml, 1996), greater customer loyalty (Beerli et al, 2004;Islam and Ali, 2011) and favorable word-ofmouth (WOM) communication (Zeithaml, 1996).…”

Section: Concept Of Service Quality and Its Domain: An Overviewmentioning

confidence: 99%

Does outcome quality matter? An investigation in the context of banking services in an emerging market

Jain

2015

Journal of Consumer Marketing

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Purpose – This paper aims to measure outcome quality in banks in India and to make a comparative assessment of its influence on customer service quality perceptions. Though both functional quality (i.e. how service is delivered) and outcome quality (i.e. what is delivered) are important aspects of service quality, it is the functional quality which has primarily been the focus of past studies. Design/methodology/approach – The data used in the study are based on a survey of bank customers located in Delhi and National Capital Region. Using the exploratory factor analysis and confirmatory factor analysis, validity and dimensionality of the multi-item functional and outcome quality scales used in the study were assessed. A structural model of relationships of functional and outcome quality with overall service quality was tested through use of the structural equation modeling (SEM) approach. Findings – The study finds outcome quality as being a significant and major determinant of customer service quality perceptions in banks. Inclusion of outcome quality in the analysis is, moreover, found to be helpful in capturing more exhaustively the variations present in customer overall service quality perceptions. Research limitations/implications – Both the functional and outcome quality in the study have been measured through scales adapted from past studies. But the same have not been found able to fully capture variations in customer service quality perceptions. More psychometrically sound scales to measure functional and outcome quality are needed. Studies in both the developing and developed countries and additional service sectors are called for to increase the generalizability of the study findings. Furthermore, nomological validity of the outcome quality scale needs to be investigated by relating it with other anent constructs, such as customer satisfaction and their behavioral intentions. Practical implications – Instead of simply remaining preoccupied with functional quality, i.e. process or how part of service delivery, bank management also needs to gauze customer outcome quality perceptions (i.e. what the customers think they are eventually getting out of their transactions with the service provider) and exercise due care to see that customers in fact are getting the core banking tasks performed for which they approach the banks in the first instance. Originality/value – Present study is first of its kind in investigating role of outcome quality in banking services sector in the context of an emerging market like India. Use of SEM for analyzing both the measurement and structural models constitutes another noteworthy feature of the study.

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Selected Determinants of Consumer Satisfaction and Complaint Reports

Cited by 428 publications

References 18 publications

Public self‐consciousness disposition effect on reactions to waiting in line

Public self‐consciousness disposition effect on reactions to waiting in line

The bittersweet experience of being envied in a consumption context

Does outcome quality matter? An investigation in the context of banking services in an emerging market

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