Interaction of normative and predictive expectations in customer satisfaction and emotions
Tóm tắt
Từ khóa
Tài liệu tham khảo
Bagozzi, R.P., M. Gopinath, and P. Nyer. 1999. The role of emotions in marketing. Journal of the Academy of Marketing Science 27 (2): 184–206.
Boulding, W., A. Kalra, R. Staelin, and V.A. Zeithaml. 1993. A dynamic process model of service quality: from expectations to behavioral intentions. Journal of Marketing Research 30 (1): 7–27.
Brown, T., G.A. Churchill, and J.P. Peter. 1993. Improving the measurement of service quality. Journal of Retailing 69 (1): 127–139.
Creswell, J.W. 2003. Research design: Qualitative, qualitative, and mixed methods approaches. New York: Sage Publications.
Cronin, J.J., and S. Taylor. 1992. Measuring service quality: a reexamination and extension. Journal of Marketing 56 (3): 55–68.
Devlin, J.F., A.L. Gwinne, and C.T. Ennew. 2002. The antecedents of service expectations. Service Industries Journal 22 (4): 117–136.
Dube, L., and K. Menon. 2000. Multiple roles of consumption emotions in post-purchase satisfaction with extended service transaction. International Journal of Service Industry Management 11 (3): 287–304.
Greenwell, T.C. 2007. Expectations, industry standards, and customer satisfaction in the student ticketing process. Sport Marketing Quarterly 16: 7–14.
Grace, G., S. Weaven, L. Frazer, and J. Giddings. 2013. Examining the role of Franchisee normative expectations in relationship evaluation. Journal of Retailing 89 (2): 219–230.
Gross, T.S. 1994. Positively outrageous service. New York: Warner Books.
Hjortskov, M. 2019. Citizen expectations and satisfaction over time: Findings from a large sample panel survey of public school parents in Denmark. The American Review of Public Administration 49 (3): 353–371.
Hogg, M.A. 2006. Social identity theory. In Contemporary social psychology theories, ed. P.E. Burke, 111–136. Palo Alto: Stanford University Press.
Krampf, R., L. Ueltschy, and M. d’Amico. 2003. The contribution of emotion to consumer satisfaction in the service setting. The Marketing Management Journal 13 (1): 32–52.
Kettinger, W., and C. Lee. 2005. Zones of tolerance: Alternative scales for measuring information systems service quality. MIS Quarterly 29 (4): 607–623.
Laroche, M., M. Kalamas, S. Cheikhrouho, and A. Cezard. 2004. An assessment of the dimensionality of should and will service expectations. Canadian Journal of Administrative Sciences 21 (4): 361–375.
Licata, J., G. Chakraborty, and B. Krishnan. 2008. The consumer's expectation formation process over time. Journal of Services Marketing 22 (2/3): 176–187.
Liljander, V., and T. Strandvik. 1997. Emotions in service satisfaction. International Journal of Service Industry Management 8 (2): 148–169.
Meirovich, G., and L. Little. 2013. The delineation and interactions of normative and predictive expectations in customer satisfaction and emotions. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior 26: 40–54.
Nunnally, J. 1978. Psychometric theory, 2nd ed. New York: McGraw-Hill.
Oliver, R.L. 1977. Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. Journal of Applied Psychology 62 (4): 480–486.
Oliver, R.L. 1980. A cognitive model of antecedents and consequences of satisfaction decisions. Journal of Marketing Research 17 (4): 460–469.
Oliver, R.L. 1989. Processing of the satisfaction response in consumption: A suggested framework and research propositions. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior 2: 1–16.
Oliver, R.L. 2010. Satisfaction: A behavioral perspective on the consumer, 2nd ed. NY: M.E. Sharpe.
Oliver, R.L., and R.A. Westbrook. 1993. Profiles of consumer emotions and satisfaction in ownership and usage. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior 6 (1): 12–27.
Parasuraman, A., V.A. Zeithaml, and L.L. Berry. 1985. A conceptual model of service quality and its implications for future research. Journal of Marketing 49 (4): 41–50.
Parasuraman, A., V.A. Zeithaml, and L.L. Berry. 1994. Alternative scales for measuring service quality: a comparative assessment based on psychometric and diagnostic criteria. Journal of Retailing 70 (3): 201–230.
Petrovsky, N., J.Y. Mok, and F. León-Cázares. 2017. Citizen expectations and satisfaction in a young democracy: A test of the expectancy-disconfirmation model. Public Administration Review 77 (3): 395–407.
Pitt, L.F., and B. Jeantrout. 1994. Management of customer expectations in service firms: A study and checklist. The Service Industries Journal 14 (2): 170–180.
Russell, J.A. 1980. A circumplex model of affect. Journal of Personality and Social Psychology 39 (6): 1161–1178.
Russell, J.A., and J.M. Carroll. 1999. The phoenix of bipolarity: Reply to Watson and Tellegen (1999). Psychological Bulletin 125: 611–617.
Rust, R.T., and R.L. Oliver. 2000. Should we delight the customer? Journal of Academy of Marketing Science 28 (1): 86–94.
Santos, J., and J. Boote. 2003. A theoretical exploration and model of consumer expectations, post-purchase affective states and affective behaviors. Journal of Consumer Behavior: An International Research Review 3 (2): 142–156.
Slevich, L., K. Mathe, E. Karpova, and S. Scott-Halsell. 2013. “Green” attribute and customer satisfaction optimization of resource allocation and performance. International Journal of Contemporary Hospitality Management 25 (6): 802–822.
Smith, R.H., G.E. Parrot, E.F. Diener, R.H. Hoyle, and S.H. Kim. 1999. Dispositional envy. Personality and Social Psychology Bulletin 25: 1007–1020.
Sparks, B., and J.R. McColl-Kennedy. 2001. Justice strategy options for increased customer satisfaction in a services recovery setting. Journal of Business Research 54 (3): 209–218.
Spreng, R., R. Mackoy, and C. Droge. 1998. Confounds in the measurement of predictive expectations. Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior 11: 1–7.
Steward, M.D., F.N. Morgan, L.A. Crosby, and A. Kumar. 2010. Exploring cross-national differences in organizational buyers’ normative expectations and supplier performance. Journal of International Marketing 18 (1): 23–40.
Swan, J.E., and F.I. Trawick. 1981. Disconfirmation of expectations and satisfaction with a retail service. Journal of Retailing 57 (3): 49–67.
Szymansky, D.M., and D.H. Henard. 2001. Customer satisfaction: A meta-analysis of the empirical evidence. Journal of Academy of Marketing Science 29 (1): 16–35.
Teas, K.R., and K.M. Palan. 2003. Disconfirmed expectations theory of consumer satisfaction: An examination of representational and response language effects. Journal of Consumer Satisfaction 16: 81–105.
Tse, D.K., and P.C. Wilton. 1988. Models of consumer satisfaction formation: An extension. Journal of Marketing Research 15 (5): 204–212.
Voss, G.B., A. Parasuraman, and D. Grewal. 1998. The roles of price, performance, and expectations in determining satisfaction in service exchanges. Journal of Marketing 62 (4): 46–61.
Westbrook, R. 1987. Product/consumption base affective responses and post purchase processes. Journal of Marketing Research 24 (3): 258–270.
Wirtz, J., A.S. Mattila, and R.L. Tan. 2007. The role of arousal congruency in influencing consumers’ satisfaction evaluations and in-store behaviors. International Journal of Service Industry Management 18 (1): 6–24.
Yi, Y., and S. La. 2003. The moderating role of confidence in expectations and the asymmetric influence of disconfirmation on customer satisfaction. The Service Industries Journal 23 (5): 20–47.
Zeithaml, V.A., and L.L. Berry. 1994. Alternative scales for measuring service quality: a comparative assessment based on psychometric and diagnostic criteria. Journal of Retailing 70 (3): 201–230.
Zeithaml, V.A., L.L. Berry, and A. Parasuraman. 1993. The nature and determinants of customer expectations of service quality. Journal of Academy of Marketing Science 23 (1): 1–12.
Zeithaml, V.A., and M.J. Bitner. 2003. Services marketing, 3rd ed. Singapore: McGraw-Hill.