Effects of the number of advertised brands in a choice set: A metacognitive process

When product shelves feature more advertised brands, such that the choice set likely contains some familiar options, this subjective experience of familiarity could influence consumers' evaluations of chosen products and shopping experiences, through a metacognitive process. The findings of this study suggest that (a) a product shelf displaying some advertised brands, as opposed to no advertised brands, generates greater subjective familiarity, more favorable attitudes toward the purchased items, more shopping satisfaction, and greater intentions to revisit the store; and similarly, (b) a product shelf displaying more, as opposed to fewer, advertised brands generates greater subjective familiarity, more favorable attitudes toward the purchased items, more shopping satisfaction, and greater intentions to revisit the store. These outcomes result from a three‐step metacognitive process, whereby the subjective familiarity triggered by the presence of advertised brands influences judgments, through the effect of shopping pleasure. These results are robust for high‐ and low‐involvement products, as well as in contexts in which the prices of the advertised brands are higher than, lower than, or the same as those of the nonadvertised brands.     

Evaluating cultural industries: investigating visitors' satisfaction in theatres

This study investigates visitors' satisfaction with their subjective experience in theatres. Reconciling research on theatre marketing and theatre studies, a model of visitors' satisfaction in theatre is suggested and an instrument to capture visitors' satisfaction and its determinants is developed. Results from a field study (n?=?158) on three performances of ‘Twelfth Night or What You Will’ (Shakespeare) in a German community theatre revealed spectators' perception of stage direction and their emotional response as significant determinants. Comparing experienced to inexperienced visitors' judgements, no differences were found. Conclusions for theatre marketing are drawn.     

Consequences of ambivalence on satisfaction and loyalty

The key objective of this study was to understand the consequences of subjective ambivalence on customer satisfaction, loyalty, and the satisfaction–loyalty relationship. The conceptual and theoretical discussions were derived largely from recent research in social psychology and integrated with marketing literature on satisfaction and loyalty. Given that product evaluations are typically positive and extreme, these findings indicate a negative relationship between ambivalence and satisfaction. Even though a great deal of the variance in ambivalence is shared with satisfaction, ambivalence did prove to have an independent and direct effect on loyalty. Ambivalent consumers are not only less loyal because they are less satisfied, but for other reasons, as well. Ambivalence was not found to moderate the satisfaction–loyalty relationship. The results of the study underscore the importance of taking ambivalence into consideration when measuring satisfaction and modeling satisfaction–loyalty relationships. © 2005 Wiley Periodicals, Inc.     

Propensity to plan,financial capability,and financial satisfaction

Propensity to plan is an indicator of financial capability that contributes to consumer financial well‐being. Previous research has shown that propensity to plan is positively related to objective financial well‐being but little research was found to examine its association with subjective financial well‐being. Using financial satisfaction to measure subjective financial well‐being, this study addressed this research gap and had three objectives: (1) to explore factors associated with propensity to plan, (2) to examine the association between propensity to plan and financial capability factors, and (3) to examine the association between propensity to plan and financial satisfaction. Using data from the 2015 US National Financial Capability Study, the results showed socioeconomic differences in propensity to plan. The results suggest consumers with more economic resources had higher scores in propensity to plan. In addition, propensity to plan was positively associated with financial capability factors, suggesting financial planning is a desirable financial behavior. Finally, propensity to plan made unique contributions to financial satisfaction after controlling for socioeconomic and other financial capability factors.     

The nature of an apology: An experimental study on how to apologize after a service failure

Extant service recovery research treats apology as a dichotomy, in that it is either present or absent, but how it is conveyed is neglected. Based upon social psychological research, this study argues that an apology comprises three different components: empathy, intensity, and timing, which make each apology unique. It is shown that how well an apology is delivered across failure types (outcome vs. process) drives service recovery satisfaction, not its mere presence. Empathy, intensity, and timing separately impact satisfaction. The more empathic and intense the apology is given, the more satisfied respondents are. A late apology decreases satisfaction ratings. Effect sizes indicate that empathy has the strongest impact on service recovery satisfaction followed by intensity and timing. The effect of empathy is stronger for process failures than for outcome failures. Interestingly, the apology’s overall effect size is comparable to that of compensation in case of a process failure.     

Micro-entrepreneurship and subjective well-being: Evidence from rural Bangladesh

Microcredit has long been hailed as a powerful tool to promote livelihoods and reduce poverty through entrepreneurship. However, its impacts on people's subjective well-being remain underexplored. We present a unified theoretical framework for analyzing the effect of microcredit-enabled entrepreneurship on overall life satisfaction – a key manifestation of subjective well-being. Empirically, we apply an instrumental variable approach to a unique census-like household survey conducted in three villages of Bangladesh in 2013. In spite of having no direct effects, we find that microcredit borrowing has an indirect negative effect on overall life satisfaction, through increased worry. On a positive note, we find that female micro-borrowers experience an increase in satisfaction with financial security and achievement in life. We also provide evidence that micro-borrowers with higher levels of assets experience an increase in satisfaction with financial security.     

A New Look at Constructed Choice Processes

Normative models of choice assert axiomatically that preferences are consistent, coherent, and determined only by relevant alternatives. In contrast to this classical economic perspective, behavioral models derived from research in psychology and consumer behavior assert that preferences are not guided by an internal, stable utility function but are constructed during the choice process. The current paper is based on a session on constructed choice processes (CCP) at the 2004 Choice Symposium that focused on how the standard CCP model can be enriched by bringing theories and tools from modern research in social cognition to bear on choice phenomenon. The richer conceptual framework presented by new, currently unpublished empirical work provides a novel perspective on choice construction by integrating the roles of subjective construal, experiential information, attribution, goals, and satisfaction in understanding preference construction processes in choice.     

Consumer Control and Empowerment: A Primer

This paper introduces consumer empowerment as a promising research area. Going beyond lay wisdom that more control is always better, we outline several hypotheses concerning (a) the factors that influence the perception of empowerment, and (b) the consequences of greater control and the subjective experience of empowerment on consumer satisfaction and confidence.     

The impact of age in the generation of satisfaction and WOM in mobile shopping

M-commerce in Spain is in its early stages and firms will be interested in knowing the factors that affect recommendation (word of mouth – WOM) of an m-purchase. In this research, we will study perceived entertainment and group influence (subjective norms) in purchase as determinants of satisfaction with m-shopping and WOM. There is some research studying WOM in an m-commerce context, but no study has considered the role of the age in the Spanish case. To that aim, we will make a distinction here between young adults (individuals under 25 years old) and adults (individuals over 25 years old) that already have an m-shopping experience, presenting factors that most influence WOM about m-shopping. With information obtained from 447 Spanish m-buyers, we have found that the perceived entertainment has higher importance for young adults and the subjective norms are crucial for adults. Satisfaction is a relevant determinant of WOM in both m-buyers groups. Results indicate interesting implications for the companies and the literature, as well.     

Time Affluence as a Path toward Personal Happiness and Ethical Business Practice: Empirical Evidence from Four Studies

Many business practices focus on maximizing material affluence, or wealth, despite the fact that a growing empirical literature casts doubt on whether money can buy happiness. We therefore propose that businesses consider the possibility of “time affluence” as an alternative model for improving employee well-being and ethical business practice. Across four studies, results consistently showed that, even after controlling for material affluence, the experience of time affluence was positively related to subjective well-being. Studies 3 and 4 further demonstrated that the experience of mindfulness and the satisfaction of psychological needs partially mediated the positive associations between time affluence and well-being. Future research directions and implications for ethical business practices are discussed.     

A Career Path Leading to Well‐being and Success

In line with self‐determination theory (Deci & Ryan, 2000), this study aims to determine the influence of different contents and motives of career aspirations, together with objective career success, on subjective career success and well‐being. Moreover, it aims to verify if psychological need, satisfaction, and frustration play a mediating role in these relationships. Results suggest that the pursuit of some aspirations and the underlying motives for their pursuit are more beneficial. Aspiration contents, and aspiration motives, together with objective career success, influence subjective well‐being and subjective career success, in part because they satisfy or frustrate psychological needs. This study brings together two fields of research evolving in parallel—career and life aspirations— to shed new light on both of them. Copyright © 2018 ASAC. Published by John Wiley & Sons, Ltd.     

A process model of the effects of price promotions on brand image

This article introduces a model to explain the process by which consumer satisfaction or dissatisfaction with price promotions can influence brand image. Specifically, the model explores conditions under which consumers experience satisfaction or dissatisfaction with price promotions, predicts ways that consumers might engage in various levels of attributional processing about price promotion satisfaction or dissatisfaction, and examines how consumer attributions of price promotion satisfaction or dissatisfaction influence brand image. Managerial implications and directions for future research are also offered. © 1994 John Wiley & Sons, Inc.     

The role of the seven dimensions of job satisfaction in salesperson's attitudes and behaviors

To date, the majority of studies on job satisfaction use either a global measure or the JDI measure. To extend current research, this study uses the seven dimensions of job satisfaction as described by Churchill et al. [Churchill, G.A., Ford, N.M., Walker, O.C. Measuring the job satisfaction of industrial salesmen. J Mark Res 1974; 11 (3): 254-260.] to explore the relationship between job satisfaction, emotional exhaustion, organizational commitment and propensity to leave. Findings suggest that: 1) emotional exhaustion only relates to certain dimensions of job satisfaction and 2) job satisfaction dimensions related to organizational commitment and propensity to leave are not necessarily the same. Overall, this research provides an argument for the use of the seven dimension job satisfaction scale, as opposed to global measures or the JDI measure.     

Boundary conditions of the impact of a hypervigilant coping style on the subjective decision‐making experience

Two experiments explored how characteristics of the task environment and the consumer's propensity to a use a hypervigilant coping style interacted to influence ratings of perceived information amount, choice difficulty, decision‐process–related satisfaction,choice deferral, and the desire for decision assistance. Results indicate a series of main effects of time pressure on the dependent measures across two different choice scenarios. In addition, the findings suggest that a propensity to use a hypervigilant coping style seems to have little influence on the subjective decision‐making experience. Theoretically, this research establishes boundary conditions under which decision‐process–related thoughts, feelings, and behaviors are not likely to be influenced by coping style, and extends prior work on the determinants of choice deferral and the desire for decision assistance. © 2006 Wiley Periodicals, Inc.     

A Longitudinal Analysis of Satisfaction with Group Work

Satisfaction with group work is an important and frequently studied phenomenon that often determines whether a new tool, technology, or method is successfully implemented in an organization. We report on a longitudinal study of small groups which used regression to model how satisfaction with the process, outcome, and group evolves over multiple sessions as a function of performance measures and prior satisfaction levels. The results indicated that current performance contributed less to satisfaction as the study proceeded and by the end of the study period satisfaction with the process and outcomes were determined almost exclusively by prior satisfaction levels. In general, the conclusions were dependent on the point in time at which the analysis was conducted and on the object of satisfaction under consideration. The results highlight the importance of longitudinal studies, rather than one-shot approaches, for understanding individual satisfaction with group work.     

The effects of online shopping attributes on satisfaction–purchase intention link: a longitudinal study

Attributes of online satisfaction are dynamic. Specifically, it remains to be examined how online shopping attributes empirically affect changes in satisfaction that leads to repurchase behaviours over time and why. The present study develops a theoretical framework for conceptualizing satisfaction with temporal effects and empirically tests it using longitudinal data from 219 online customers. The results indicate that the relationship between attribute‐level evaluations and satisfaction, which has only been examined in terms of predictors of satisfaction in prior literature, is dynamic and changes over time. Changed attributes (particularly convenience and site design) might signal an opportunity to capture the dynamics of attribute‐level evaluations over time. Furthermore, the findings reveal significant temporal effects of satisfaction and purchase intention at time point T on satisfaction and purchase intention at time point T + 1. The results suggest that temporal effects occur as a diagnostic function of a previous attribute rating of a subsequent satisfaction evaluation and the consumer's level of subjective knowledge.     

Life satisfaction and self-employment: a matching approach

Despite lower incomes, the self-employed consistently report higher satisfaction with their jobs. But are self-employed individuals also happier, more satisfied with their lives as a whole? High job satisfaction might cause them to neglect other important domains of life, such that the fulfilling job crowds out other pleasures, leaving the individual on the whole not happier than others. Moreover, self-employment is often chosen to escape unemployment, not for the associated autonomy that seems to account for the high job satisfaction. We apply matching estimators that allow us to better take into account the above-mentioned considerations and construct an appropriate control group (in terms of balanced covariates). Using the BHPS dataset that comprises a large nationally representative sample of the British populace, we find that individuals who move from regular employment into self-employment experience an increase in life satisfaction (up to 2 years later), while individuals moving from unemployment to self-employment are not more satisfied than their counterparts moving from unemployment to regular employment. We argue that these groups correspond to “opportunity” and “necessity” entrepreneurship, respectively. These findings are robust with regard to different measures of subjective well-being as well as choice of matching variables, and also robustness exercises involving “simulated confounders”.     

Mobile Commerce Website Success: Antecedents of Consumer Satisfaction and Purchase Intention

With the rapid development of apparel mobile commerce in the United States, more companies view mobile commerce as a new source of competitive advantage. Despite the importance of apparel mobile website quality and its effect on consumer satisfaction and future purchase stimulus, extant research has paid little attention to these topics. This study proposes a website quality–consumer satisfaction–purchase intention research model based on the self-regulatory process theory. Six dimensions of apparel mobile website quality—website visual appeal, apparel visual appeal, brand trust, website information quality, website response time, and website security—were investigated. In all, 293 eligible responses were collected via an online survey. Multiple regression analysis was utilized to test the proposed relationships. Results reveal that website information quality, website visual appeal, apparel visual appeal, and website security positively affect consumer satisfaction toward apparel mobile commerce websites, while website response time and brand trust show insignificant impacts on consumer satisfaction. With higher satisfaction on an apparel mobile commerce website, consumers are more likely to purchase apparel through the website.     

Examining Employee—Service Personality Congruence

Abstract

Recent research indicates that service personality, conceptualized as the set of human characteristics associated with the service firm, plays an important role in services marketing. Research further indicates that the congruence between customer personality and service personality influences important outcome variables. Specifically, customer-service personality congruence has been shown to influence service quality perceptions, subjective disconfirmation, and word of mouth intentions. The current study extends this line of research by considering how employee-service personality congruence (ESPC) influences job outcome variables including service delivery, job satisfaction, intentions to leave, and organizational commitment. Empirical data, gathered from a sample of financial services employees, support hypothesized relationships between ESPC and these outcome variables. Furthermore, personality traits from the Five-Factor Model of personality (Costa & McCrae, 1992) are shown to play an important role in ESPC perceptions. Managerial implications and directions for future research are discussed.