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Full-Text Articles in Business
Rational And Adaptive Performance Expectations In A Customer Satisfaction Framework, Michael D. Johnson, Eugene W. Anderson, Claes Fornell
Rational And Adaptive Performance Expectations In A Customer Satisfaction Framework, Michael D. Johnson, Eugene W. Anderson, Claes Fornell
Michael D. Johnson
This article develops and tests alternative models of market-level expectations, perceived product performance, and customer satisfaction. Market performance expectations are argued to be largely rational in nature yet adaptive to changing market conditions. Customer satisfaction is conceptualized as a cumulative construct that is affected by market expectations and performance perceptions in any given period and is affected by past satisfaction from period to period. An empirical study that supports adaptive market expectations and stable market satisfaction using data from the Swedish Customer Satisfaction Barometer is reported.
The Effects Of Customer Satisfaction, Relationship Commitment Dimensions, And Triggers On Customer Retention, Anders Gustaffsson, Michael D. Johnson, Inger Roos
The Effects Of Customer Satisfaction, Relationship Commitment Dimensions, And Triggers On Customer Retention, Anders Gustaffsson, Michael D. Johnson, Inger Roos
Michael D. Johnson
In a study of telecommunications services, the authors examine the effects of customer satisfaction, affective commitment, and calculative commitment on retention. The study further examines the potential for situational and reactional trigger conditions to moderate the satisfaction–retention relationship. The results support consistent effects of customer satisfaction, calculative commitment, and prior churn on retention. Prior churn also moderates the satisfaction–retention relationship. The results have implications for both customer relationship managers and researchers who use satisfaction surveys to predict behavior.
Customer Loyalty, Repurchase And Satisfaction: A Meta-Analytical Review, Tamilla Curtis, Russell Abratt, Dawna L. Rhoades, Paul Dion
Customer Loyalty, Repurchase And Satisfaction: A Meta-Analytical Review, Tamilla Curtis, Russell Abratt, Dawna L. Rhoades, Paul Dion
Dr. Tamilla Curtis
The purpose of this article is to investigate the relationship between customer loyalty, repurchase/repurchase intent and satisfaction in order to attempt to resolve the mixed views on these concepts. A quantitative review of loyalty-repurchase satisfaction constructs was conducted to identify the strength and direction of the researched relationships and the influence of possible moderating factors affecting those relationships. The Hunter and Schmidt (1990) meta-analytical technique and software were employed. The results demonstrate that loyalty and satisfaction indicate strong positive relationships (0.54). Repurchase and satisfaction display a complicated relationship, which confirmed the view that satisfaction does not explain repurchase behavior. Repurchase …
Satisfaction With Airline Service Quality: Familiarity Breeds Contempt, Tamilla Curtis, Dawna Rhoades, Blaise Waguespack
Satisfaction With Airline Service Quality: Familiarity Breeds Contempt, Tamilla Curtis, Dawna Rhoades, Blaise Waguespack
Dr. Tamilla Curtis
The objective of this study is to investigate frequency-of-flight issues and the differences between frequent and non-frequent flyers’ levels of satisfaction and the importance attributed to overall airline service quality and select attributes. The results indicate that the level of satisfaction with overall airline quality and select attributes decrease the more passengers fly. Conversely, the level of importance attributed to airline amenities increased with flight frequency. Perceptions of airline quality may vary between different nationalities and different socioeconomic groups. Differences between the short- and long-haul flights, as well as domestic and international services could also exist. Airline managers need to …
Niches At The Edges: Price-Value Tradeoff, Consumer Behavior, And Marketing Strategy, Syed H. Akhter
Niches At The Edges: Price-Value Tradeoff, Consumer Behavior, And Marketing Strategy, Syed H. Akhter
Syed H. Akhter
Purpose – The purpose of this paper is to examine how the perception of price-value tradeoff is related to overall satisfaction, purchase intention, word-of-mouth advertising, and actual repurchase behavior. Design/methodology/approach – Data on subscribers and single ticket buyers of a major symphony orchestra in the Midwest are used to test the hypotheses. Findings – The ANOVA results show significant differences across the three levels of price-value tradeoff in each of the response variables. Additional analyses of cross-tabulated data show that some of the bivariate relations conform to, as well as depart from, the rational consumer behavior model. Research limitations/implications – …
Public Perceptions Of The Midwest’S Pavements: Policies And Thresholds, David Kuemmel, Richard Robinson, Ronald Sonntag, Robert Griffin, James K. Giese
Public Perceptions Of The Midwest’S Pavements: Policies And Thresholds, David Kuemmel, Richard Robinson, Ronald Sonntag, Robert Griffin, James K. Giese
Robert Griffin
A 5-year, pooled fund study with the Iowa, Minnesota, and Wisconsin departments of transportation assessed the public's perceptions of pavement improvement strategies and developed thresholds of satisfaction using the departments' physical indices, such as pavement ride and condition on rural, two-lane highways in the states. Approximately 3,600 drivers in the three states were involved in the three phases of the project, which included 18 focus groups, 400 statewide surveys in each state, and 2,300 targeted surveys across the three states. A multidisciplinary team from Marquette University and a mass media survey lab conducted the studies. A summary of focus group …
Do Australian And American Consumers Differ In Their Perceived Shopping Experiences?, Marilyn Jones, Sonya Vilches-Montero, Mark Spence, Sevgin Eroglu, Karen Machleit
Do Australian And American Consumers Differ In Their Perceived Shopping Experiences?, Marilyn Jones, Sonya Vilches-Montero, Mark Spence, Sevgin Eroglu, Karen Machleit
Mark Spence
Purpose - The purpose of this paper is to present findings from an experiment designed to test the impact of crowding perceptions (both human and spatial), emotions (positive and negative) and shopping values (utilitarian and hedonic) on shopper satisfaction. Culture is explored as a moderating variable with the expectation that it systematically affects perceptions and values, which, in turn, influence the shopper's experience with the store.
Design/methodology/approach - Data were collected via a 2 x 2 x 2 full factorial between subjects design with two variables, one manipulated and one measured. The two manipulated variables were spatial density (high versus …
Corporate Image In The Leisure Services Sector, Joanna Minkiewicz, Jody Evans, Kerrie Bridson, Felix Mavondo
Corporate Image In The Leisure Services Sector, Joanna Minkiewicz, Jody Evans, Kerrie Bridson, Felix Mavondo
Dr. Joanna Minkiewicz
No abstract provided.