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1.
Consumer research has extensively analysed psychological determinants of customer satisfaction. As macro‐level customer satisfaction data were not available until recently, researchers have only taken first steps towards analysing economic determinants of customer satisfaction. Based on a more complex conceptual framework and on data from Germany and Japan, this article examines how economic processes influence the perceived value of goods and services, quality expectations and customer satisfaction. Using principal component analysis, regression analysis and structural equation modelling, this study finds that perceived value is positively influenced by both economic growth and lagged economic expectations. Customer satisfaction is positively influenced by economic growth and negatively by current economic expectations, with half of the impact mediated by perceived value. Economic expectations positively influence expectations regarding the quality of goods and services. These results imply that consumer researchers should no longer ignore economic influences on consumer attitudes. Marketing managers are advised to be cautious not to misinterpret economic‐induced variations in customer satisfaction as caused by corporate performance. 相似文献
2.
《Services Marketing Quarterly》2013,34(3):29-42
Abstract Service quality measurement has been a central issue to service quality researchers and practitioners. A review of the service quality literature yields several approaches to the measurement of service quality. These approaches each have their strengths and weaknesses, and each may be appropriate under given circumstances. The present paper seeks to offer guidance to service practitioners interested in the measurement of service quality by suggesting which approach may be appropriate in light of various measurement criteria. 相似文献
3.
Jooyoung Park Jungkeun Kim Daniel C. Lee Seongseop S. Kim Benjamin G. Voyer Changju Kim Billy Sung Hector Gonzalez-Jimenez Fernando Fastoso Yung K. Choi Sukki Yoon 《心理学和销售学》2022,39(1):76-89
This study investigates the relationship between the COVID-19 threat and consumer evaluation of a product with authenticity appeals in advertisements. We propose that threatening situations like COVID-19 motivate consumers to lower their uncertainty and increase their preference for products with authentic advertising messages. Because individuals react differently to threatening environments according to their early-life experiences, commonly reflected in childhood socioeconomic status, we examined whether childhood socioeconomic status moderates the relationship between threat and consumer evaluation of authenticity in advertisements. First, secondary data from Google Trends provided empirical support for our predictions. In additional experimental studies, participants evaluated different target products in four studies that either manipulated (Studies 2 and 3) or measured (Studies 4 and 5) COVID-19 threat. Our results provide converging evidence that consumers positively evaluate products with authentic advertising messages under the COVID-19 threat. Consumers' motivation to lower their uncertainty underlies the effect of COVID-19 threat on their evaluation of authentic messages (Study 3). This attempt to reduce uncertainty is more likely to occur for consumers with relatively higher childhood socioeconomic status (Studies 4 and 5). These findings suggest that using authenticity appeals during a pandemic could effectively reduce consumers' perceived uncertainty and generate positive consumer evaluations. 相似文献
4.
Frank M. Magwegwe Maurice M. MacDonald HanNa Lim Stuart J. Heckman 《The Journal of consumer affairs》2023,57(1):171-221
Grounded in the transactional stress-coping theory and the Tallis and Eysenck (1994) model of nonpathological worry, the present study sought to advance the conceptual and empirical understanding of financial worry (FW). We positioned objective financial stressors (OFS), subjective financial stressors (SFS), and coping resources as key variables in understanding the determinants of financial worry (FW). The cross-sectional data consisted of responses from a representative sample of 19,385 adults, aged 18 and older, drawn from a large U.S. survey. Hierarchical linear regression results revealed that OFS, SFS, household income, and financial capability (FC) are all key determinants of FW. Furthermore, the results revealed adverse effects of OFS and SFS on FW. These effects were moderated by household income, FC, age, and gender. Implications for future research, employers, practitioners, and policymakers are discussed. 相似文献
5.
《Services Marketing Quarterly》2013,34(2):27-36
The purpose of this paper is to examine the nature of the association between service quality as perceived by consumers and its determinants. In particular, the SERVQUAL instrument is discussed and then it is demonstrated how it can be adapted 1.0 fit the needs of small professional services firms using a CPA firm as an example. The entire analysis can be performed with a spreadsheet package and the results are easy to interpret. The results are presented and the managerial implications are discussed. 相似文献