Cognitive dissonance and the stability of service quality perceptions

Abercrombie, M.L.J. (1967), The Anatomy of Judgement: An Investigation into the Process of Perception and Reasoning, 4th ed., Hutchinson & Co., London. Anderson, E.W., Fornell, C. and Lehmann, D.R. (1994), “Customer satisfaction, market share and profitability: findings from Sweden”, Journal of Marketing, Vol. 58, July, pp. 53‐66. Andersson, T.D. (1992), “Another model of service quality: a model of causes and effects of service quality tested on a case within the restaurant industry”, in Kunst, P. and Lemmink, J. (Eds), Quality Management in Service, van Goraum, Assen, pp. 41‐8. Aronson, E. (1968), “Dissonance theory: progress and problems”, in Abelson, R., Aronson, E., McGuire, W., Newcomb, T., Rosenberg, M. and Tannenbaum, P. (Eds), Theories of Cognitive Consistency: A Sourcebook, Rand McNally, Chicago, IL. Assael, H. (1992), Consumer Behavior & Marketing Action, 4th ed., PWS‐Kent Publishing Company, Boston, MA. Astin, A. (1993), What Matters in College? Four Critical Years Revisited, Jossey Bass, San Francisco, CA. Bell, D.E. (1982), “Regret in decision making under uncertainty”, Operations Research, Vol. 30, pp. 961‐81. Bell, D.E. (1983), “Risk premiums for decision regret”, Management Science, Vol. 29, pp. 1156‐66. Bell, G.D. (1967), “The automobile buyer after purchase”, Journal of Marketing, Vol. 31, July, pp. 12‐16. Berry, L.L., Zeithaml, V.A. and Parasuraman, A. (1985), “Quality counts in services too”, Business Horizons, Vol. 28 No. 3, pp. 44‐52. Bolton, R. and Drew, J.H. (1991), “A multistage model of customers’ assessments of service quality and value”, Journal of Consumer Research, Vol. 17 No. 4, pp. 375‐84. Boulding, W., Kalra, A., Staelin, R. and Zeithaml, V.A. (1993), “A dynamic process model of service quality: from expectations to behavioural intentions”, Journal of Marketing Research, Vol. 30 No. 1, pp. 7‐27. Bourne, L.E. and Russo, N.F. (1998), Psychology: Behavior in Context, W.W. Norton and Company, Inc., New York, NY. Boulding, W., Kalra, A. and Staelin, R. (1999), “The quality double whammy”, Marketing Science, Vol. 18 No. 4, pp. 463‐84. Buchanan, R.W.T. and Gillies, C.S. (1990), “Value managed relationships: the key to customer retention and profitability”, European Management Journal, Vol. 8 No. 4, pp. 523‐6. Chapanis, N.P. and Chapanis, A. (1964), “Cognitive dissonance: five years later”, Psychological Bulletin, Vol. 61, pp. 1‐22. Chisnall, P.M. (1985), Marketing: A Behavioural Analysis, McGraw‐Hill Book Company, Maidenhead. Christopher, M., Payne, A. and Ballantyne, D. (1991), Relationship Marketing: Bringing Quality, Customer Service and Marketing Together, Butterworth Heinemann, Oxford. Churchill, G.A. and Suprenant, C. (1982), “An investigation into the determinants of customer satisfaction”, Journal of Marketing Research, Vol. 19, pp. 491‐504. Collins, B.E. (1969), “Financial inducements and attitude changes produced by role players”, in Elms, A.C. (Ed.), Role Playing, Reward and Attitude Change, Van Nostrand, New York, NY. Cronin, J.J. and Taylor, S.A. (1992), “Measuring service quality: a re‐examination and extension”, Journal of Marketing, Vol. 56 July, pp. 55‐68. Cronin, J.J. and Taylor, S.A. (1994), “SERVPERF versus SERVQUAL: reconciling performance‐based and perceptions‐minus‐expectations measurement of service quality”, Journal of Marketing, Vol. 58 No. 1, pp. 125‐31. Cummings, W.H. and Venkatesan, M. (1976), “Cognitive dissonance and consumer behaviour: a review of the evidence”, Journal of Marketing Research, Vol. 13, August, pp. 303‐8. Dent, M. (1990), Success through service, Proceedings: 3rd International Conference on Total Quality Management, London, pp. 89‐93. Donovan, P. and Samler, T. (1994), Delighting Customers: How to Build a Customer‐driven Organization, Chapman & Hall, New York, NY. Engel, J.F. (1963), “Are automobile purchasers dissonant consumers?”, Journal of Marketing, Vol. 27, April, pp. 55‐8. Ennew, C., Reed, C. and Binks, M. (1993), “Importance‐performance analysis and the measurement of service quality”, European Journal of Marketing, Vol. 27 No. 2, pp. 59‐70. Festinger, L. (1957), A Theory of Cognitive Dissonance, Stanford University Press, CA. Ford, J.B., Joseph, M. and Joseph, B. (1999), “Importance‐performance analysis as a strategic tool for service marketers: the case of service quality perceptions of business students in New Zealand and the USA”, The Journal of Services Marketing, Vol. 13 No. 2, pp. 171‐86. Ford, R.C. and Bach, S.A. (1997), “Measuring hotel service quality: tools for gaining the competitive edge”, Florida International University Hospitality Review, Vol. 15 No. 1, pp. 83‐95. Getty, J.M. and Thompson, K.N. (1994), “The relationship between quality, satisfaction and recommending behaviour in lodging decisions”, Journal of Hospitality and Leisure Marketing, Vol. 2 No. 3, pp. 3‐22. Ghingold, M. (1981), “Guilt arousing marketing communications: an unexplored variable”, Advances in Consumer Research, Vol. 8, pp. 442‐8. Gronroos, C. (1983), Strategic Management and Marketing in the Service Sector, Report No. 83‐104, Swedish School of Economics and Business Administration, Helsingfors. Gronroos, C. (1988), “Service quality: the six criteria of good perceived service quality”, Review of Business, Vol. 9 No. 3, pp. 10‐13. Hausknecht, D.R., Sweeney, J.C., Soutar, G.N. and Johnson, L.W. (1998), “After I had made the decision I … toward a scale to measure cognitive dissonance”, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 11, pp. 119‐27. Herrmann, A., Huner, F. and Braunstein, C. (1999), “A regret theory approach to assessing customer satisfaction when alternatives are considered”, European Advances in Consumer Research, Vol. 4, pp. 82‐8. Heskett, J.L., Jones, T.O., Loveman, G.W., Sasser, W.E. and Schlesinger, L.A. (1997), “Putting the service profit chain to work”, in Lovelock, C.H., Patterson, P.G. and Walker, R.H. (Eds), Services Marketing, Prentice‐Hall, New York, NY. Hoch, S.J. and Ha, Y.W. (1986), “Consumer learning: advertising and the ambiguity of product experience”, Journal of Consumer Research, Vol. 13 September, pp. 221‐33. Hornik, J. (1984), “Subjective versus objective time measures: note on the perception of time in consumer behaviour”, Journal of Consumer Research, Vol. 11, June, pp. 615‐18. Hunt, S.D. (1970), “Post‐transaction communications and dissonance reduction”, Journal of Marketing, Vol. 34, July, pp. 46‐51. Inman, J.J. and Zeelendberg, M. (1998), “‘Wow I could've had a V8!’: the role of regret in consumer choice”, working paper, University of Wisconsin, Madison, WI. Joseph, M. and Joseph, B. (1997), “Service quality in education: a student perspective”, Quality Assurance in Education, Vol. 5 No. 1, pp. 26‐37. Kahneman, D. and Miller, D.T. (1986), “Norm theory: comparing reality to its alternatives”, Psychological Review, Vol. 93, pp. 136‐53. Kassarjian, H.H. and Robertson, T.S. (1981), Perspectives in Consumer Behavior, 3rd ed., Scott, Foresman and Company, Dallas, TX. Krech, D., Crutchfield, S. and Livson, N. (1969), Elements of Psychology, Alfred A. Knopf, New York, NY. Lam, T., Wong, A. and Yeung, S. (1997), “Measuring service quality in clubs: an application of the SERVQUAL instrument”, Australian Journal of Hospitality Management, Vol. 4 No. 1, pp. 7‐14. Lewis, R.C. (1987), “The measurement of gaps in the quality of hotel services”, International Journal of Hospitality Management, Vol. 6 No. 2, pp. 83‐8. Loomes, G. and Sugden, R. (1987), “Some implications of a more general form of regret‐theory”, Journal of Economic Theory., Vol. 41, pp. 270‐87. Menasco, M.B. and Hawkins, D.I. (1978), “A field test of the relationship between cognitive dissonance and state anxiety”, Journal of Marketing Research, Vol. 15, November, pp. 650‐5. Mercer, D. (1992), Marketing, Blackwell, Cambridge. Nunnally, J.C. (1978), Psychometric Theory, McGraw‐Hill Book Company, New York, NY. Oliver, R.L. (1997), Satisfaction: A Behavioural Perspective on the Consumer, McGraw‐Hill, London. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), “A conceptual model of service quality and its implications for future research”, Journal of Marketing, Vol. 49, Fall, pp. 41‐50. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), “SERVQUAL: a multiple item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 64 No. 1, pp. 12‐37. Rust, R.T., Inman, J.J., Jia, J. and Zahorik, A. (1999), “What you don't know about customer perceived quality: the role of customer expectation distributions”, Marketing Science, Vol. 18 No. 1, pp. 77‐92. Ryan, C. and Cliff, A. (1997), “Do travel agencies measure up to customer expectations? An empirical investigation of travel agencies' service quality as measured by SERVQUAL”, Journal of Travel and Tourism Marketing, Vol. 6 No. 2, pp. 1‐28. Shank, M.D., Walker, M. and Hayes, T. (1995), “Understanding professional service expectations: do we know what our students expect in a quality education?”, Journal of Professional Services Marketing, Vol. 13, pp. 71‐89. Solomon, M., Bamossy, G. and Askegaard, S. (1999), Consumer Behaviour: A European Perspective, Prentice‐Hall, Harlow. Sweeney, J.C., Soutar, G.N. and Johnson, L.W. (1996), “Are satisfaction and dissonance the same construct? A preliminary analysis”, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behaviour, Vol. 9, pp. 138‐43. Sweeney, J.C., Hausknecht, D. and Soutar, G.N. (2000), “Measuring cognitive dissonance: a multi‐dimensional scale”, Psychology and Marketing, Vol. 17 No. 5, pp. 369‐85. Thidodeau, R. and Aronson, E. (1992), “Taking a closer look: reasserting the role of self‐concept in dissonance theory”, Personality and Social Psychology Bulletin, Vol. 18, October, pp. 591‐602. Wilkie, W. (1986), Consumer Behavior, John Wiley, New York, NY. Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1993), “The nature and determinants of customer expectations of service quality”, Journal of the Academy of Marketing Science, Vol. 21 No. 1, pp. 1‐12. Zeithaml, V.A., Parasuraman, A. and Berry, L. (1990), Delivering Quality Service: Balancing Customer Perceptions and Expectations, The Free Press, New York, NY. Bartlett, F.C. (1932), Remembering, Cambridge University Press, Cambridge. Bruce, V. and Green, P. (1985), Visual Perception: Physiology, Psychology and Ecology, Erlbaum, London. Coakes, S.J. and Steed, L.G. (1999), SPSS Analysis without Anguish, John Wiley & Sons, Brisbane. Davidow, W.H. and Uttal, B. (1989), Total Customer Service: The Ultimate Weapon, Harper & Row, New York, NY. Getty, J.M. and Thompson, K.N. (1993), “Assessing customers' perceptions of lodging quality: LODGQUAL – a measure of quality for the lodging industry”, unpublished working paper, University of North Texas, Denton, TX. Lovelock, C., Patterson, P.G. and Walker, R.H. (1998), Services Marketing, Prentice‐Hall, Sydney. Maister, D.H. (1985), “The psychology of waiting lines”, in Czepiel, J.A., Solomon, M.R. and Surprenant, C.F. (Eds), The Service Encounter: Managing Employee/Customer Interaction in Service Businesses, Lexington Books, Lexington, MA, pp. 113‐24. Mowen, J.C. (1995), Consumer Behaviour, 4th ed., Prentice‐Hall, Englewood Cliffs, NJ. Shostack, L. (1977), “Breaking free from product marketing”, Journal of Marketing, Vol. 41, Summer, pp. 73‐80. Tabachnik, B.G. and Fidell, L.S. (1989), Using Multivariate Statistics, 2nd ed., Harper & Row, New York, NY. Williams, K.C. (1992), Behavioural Aspects of Marketing, 9th ed., Butterworth‐Heinemann, Oxford. Woodworth, R.S. and Schlosberg, H. (1960), Experimental Psychology, Holt, Reinhart & Winston, New York, NY.