A framework for comparing customer satisfaction across individuals and product categories
Tóm tắt
Từ khóa
Tài liệu tham khảo
Allen, 1934, A reconsideration of the theory of value, Economica, 1, 196
Alloy, 1984, Assessment of covariation by humans and animals: The joint influence of prior expectations and current situational information, Psychological Review, 91, 112, 10.1037/0033-295X.91.1.112
Anderson, 1973, Consumer dissatisfaction: The effects of disconfirmed expectancy on perceived product performance, Journal of Marketing Research, 10, 38, 10.2307/3149407
Bentham, 1802, Theory and legislation
Blomqvist, 1983, On the formation of inflationary expectations: Some empirical evidence from Finland, 1979–1980, Journal of Economic Psychology, 4, 319, 10.1016/0167-4870(83)90037-5
Boring, 1950
Churchill, 1982, An investigation into the determinants of customer satisfaction, Journal of Marketing Research, 19, 491, 10.2307/3151722
Cohen, 1987, Experimental comparison of individual behavior under risk and under uncertainty for gains and losses, Organizational Behavior and Human Decision Processes, 39, 1, 10.1016/0749-5978(87)90043-4
De Graaff, 1957
Einhorn, 1978, Confidence in judgment: Persistence of the illusion of validity, Psychological Review, 85, 395, 10.1037/0033-295X.85.5.395
Einhorn, 1981, Behavioral decision theory: Processes of judgment and choice, Annual Review of Psychology, 32, 53, 10.1146/annurev.ps.32.020181.000413
Fornell, 1989, The blending of theoretical and empirical knowledge in structural equations with unobservables, 153
Fornell, 1990
Fornell, 1987, Defensive marketing strategy by customer complaint management: A theoretical analysis, Journal of Marketing Research, 24, 337, 10.2307/3151381
Fornell, 1988, A model for customer complaint management, Marketing Science, 7, 287, 10.1287/mksc.7.3.287
Helson, 1964
Hicks, 1939
Hoch, 1986, Consumer learning: Advertising and the ambiguity of product experience, Journal of Consumer Research, 13, 221, 10.1086/209062
Howard, 1977
Howard, 1989
Howard, 1969
Johnson, 1984, Consumer choice strategies for comparing noncomparable alternatives, Journal of Consumer Research, 11, 741, 10.1086/209010
Johnson, 1988, Comparability and hierarchical processing in multialternative choice, Journal of Consumer Research, 15, 303, 10.1086/209168
Johnson, 1989, The effect of two trading institutions on price expectations and the stability of supply-response lag markets, Journal of Economic Psychology, 10, 189, 10.1016/0167-4870(89)90019-6
Jorgenson, 1990, Aggregate consumer behavior and the measurement of social welfare, Econometrica, 58, 1007, 10.2307/2938298
Kahneman, 1979, Prospect theory: An analysis of decision under risk, Econometrica, 47, 263, 10.2307/1914185
Little, 1957
Meeks, 1984, Utility in economics: A survey of the literature, Vol. 2, 41
von Neumann, 1947
Oliver, 1980, A cognitive model of the antecedents and consequences of satisfaction decisions, Journal of Marketing Research, 17, 460, 10.2307/3150499
Oliver, 1981, Measurement and evaluation of satisfaction processes in retail settings, Journal of Retailing, 57, 25
Oliver, 1988, Response determinants in satisfaction judgments, Journal of Consumer Research, 14, 495, 10.1086/209131
Oliver, 1987, A framework for the formation and structure of consumer expectations: Review and propositions, Journal of Economic Psychology, 8, 469, 10.1016/0167-4870(87)90037-7
Olshavsky, 1972, Consumer expectations, product performance, and perceived product quality, Journal of Marketing Research, 9, 19, 10.2307/3149600
Pickle, 1972, Consumerism, product satisfaction/dissatisfaction: An empirical investigation, Southern Journal of Business, 7, 87
Pruitt, 1988, The effect of media presentation on the formation of economic expectations: Some initial evidence, Journal of Economic Psychology, 9, 315, 10.1016/0167-4870(88)90038-4
Reichheld, 1990, Zero defections: Quality comes to services, Harvard Business Review, 105
Schoemaker, 1982, The expected utility model: Its variants, purposes, evidence and limitations, Journal of Economic Literature, 20, 529
Scitovsky, 1951, The state of welfare economics, American Economic Review, 41, 303
Scitovsky, 1976
Sen, 1979, Interpersonal comparisons of welfare, 183
Sherif, 1961
Simon, 1974, Interpersonal welfare comparisons can be made—and used for redistribution decisions, Kyklos, 27, 63, 10.1111/j.1467-6435.1974.tb01898.x
Slutsky, 1915, Sulla teoria del bilancio del consumatore, Giornale Degli Economist, 51, 1
Van Raaij, 1981, Economic psychology, Journal of Economic Psychology, 1, 1, 10.1016/0167-4870(81)90002-7
Wärneryd, 1988, Economic psychology as a field of Study, 2
Webley, 1986, Economic preferences and inflationary expectations, Journal of Economic Psychology, 7, 359, 10.1016/0167-4870(86)90026-7
Westbrook, 1978, An analysis of shopper dissatisfaction for major household appliances, Journal of Marketing Research, 15, 456, 10.2307/3150594
Westbrook, 1981, Developing better measures of consumer satisfaction: Some preliminary results, 94
Westbrook, 1983, Value-percept disparity: An alternative to the disconfirmation of expectations theory of consumer satisfaction, 256
von Winterfeldt, 1986
Wold, 1982, Systems under indirect observations using PLS, 325
Wold, 1989
Yi, 1990, A critical review of consumer satisfaction, 68