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1.
This research empirically examines for the first time the determinants of customer satisfaction or dissatisfaction (CS/D)
in the context of business professional services. The simultaneous effect of key CS/D constructs (expectations, performance,
and disconfirmation) and several variables—fairness (equity), purchase situation (novelty, importance, and complexity)—and
individual-level variables (decision uncertainty and stakeholding) are examined in a causal path framework. Data were obtained
from a two-stage longitudinal survey of client organizations. The results indicated substantial support for the hypothesized
model. The effect of purchase situation and individual-level variables (via their indirect affects) rivals that of disconfirmation
and expectations in explaining CS/D. Performance was found to affect CS/D directly but not as powerfully as disconfirmation.
His current research interests include modeling customer satisfaction and service quality, services marketing (especially
in a business-to-business environment), and relationship marketing. His research has appeared in the International Journal for Research in Marketing, Industrial Marketing Management, Advances in Services Marketing and Management,
European Journal of Marketing, Journal of Business-to-Business Marketing, Psychology & Marketing, Asia-Pacific Journal of
Management, R & D Management, Journal of International Marketing, and others.
he has been on the faculty of a number of U.S. and Australian universities. His research interests focus on services marketing,
marketing research methods, and modeling satisfaction processes. He has published in the Journal of Advertising Research, Journal of Business, Journal of Services Marketing, and others. He is currently the editor of the Australasian Journal of Market Research.
He received his Ph.D. from Indiana University. His research interests include consumer satisfaction, service quality, and
consumer information processing. His work has appeared in the Journal of Consumer Research, Journal of Marketing, Journal of the Academy of Marketing Science, Journal of Retailing, Journal
of Services Marketing, Journal of Product Innovation Management, and others. 相似文献
2.
Many multinational corporations have implemented cross-national satisfaction measurement programs for tracking and benchmarking
the satisfaction of their customers across their various markets. These companies measure satisfaction with the goal of maximizing
customer loyalty and the financial benefits associated with loyalty. However, existing research comparing consumer satisfaction
across nations is limited, with the few existing studies examining only a small number of countries or predictors of satisfaction,
or a small group of consumers within a particular economic sector. To expand our knowledge of the determinants of cross-national
variation in customer satisfaction, we study three sets of factors: cultural, socioeconomic and political-economic. We utilize
a unique sample of cross-industry satisfaction data from 19 nations, including nearly 257,000 interviews of consumers. Consistent
with our hypotheses, we find that consumers in traditional societies have higher levels of satisfaction than those in secular-rational
societies. Likewise, consumers in self-expressive societies have higher levels of customer satisfaction than those in societies
with survival values. We also find that literacy rate, trade freedom, and business freedom have a positive effect on customer
satisfaction while per capita gross domestic product has a negative effect on customer satisfaction. We discuss the implications
of these findings for policymakers, multinational corporations, and researchers. 相似文献
3.
This article investigates the specific experience of anger and dissatisfaction and their effects on customers' behavioral
responses to failed service encounters across industries. Study 1 demonstrates that anger and dissatisfaction are qualitatively
different emotions with respect to their idiosyncratic experiential content. Study 2 builds on these findings and shows how
anger and service encounter dissatisfaction differentially affect customer behavior. It provides empirical support for the
contention that anger mediates the relationship between service encounter dissatisfaction and customers' behavioral responses.
The findings of Study 2 diverge from previous findings in marketing on the interrelationships between customer satisfaction/dissatisfaction,
related consumption emotions, and customers' behavioral responses to service failure. The implications of these findings for
services marketing theory and practice are delineated.
Roger Bougie (J.R.G.Bougie@uvt.nl) is an assistant professor of marketing at Tilburg University, the Netherlands. His research interests
are emotions and their impact on consumer behavior, and consumer decision making.
Rik Pieters is a professor of marketing at Tilburg University, the Netherlands. His research interests are emotions in consumer behavior,
visual attention and memory, and social networks. His work has appeared in, among others, the Journal of Consumer Research, the Journal of Economic Literature, the Journal of Marketing Research, and Marketing Science.
Marcel Zeelenberg is a professor of social psychology at Tilburg University, the Netherlands. His research interest is in anticipated emotions
and acutal emotional experiences and their impact on behavioral decision making. His work has appeared in, among others, the Journal of Consumer Research, the Journal of Personality and Social Psychology, Organizational Behavior and Human Decision Processes. 相似文献
4.
Recent emphasis on customer service in both the academic and trade literature reveals a growing but confusing body of knowledge.
Both the marketing and logistics disciplines have offered varying definitions of customer service, but have failed to offer
a comprehensive framework which represents customer service and its related marketing and logistics issues. This article offers
the viewpoint that customer service is a conceptual unifying factor for integrating marketing and logistics. The channel system
is introduced as the vehicle by which buyer/seller relationships must be analyzed to understand formation of buyer expectations,
interaction of marketing and logistics activities, and subsequent customer service performance. The institutional, behavioral,
and physical dimensions of channel activity influence many of the marketing and logistics decisions made by management. The
framework offered in this article differs from previous efforts in that customer service is the output of the unified activities
of marketing and logistics. It considers marketing and logistics decisions jointly, re-evaluates and expands the production
function in logistics, and ties customer service to customer satisfaction or dissatisfaction. 相似文献
5.
Existing research implicitly assumes that all factors known to influence customer satisfaction are likewise important for investor behavior. However, if investors do not equally value activities targeting different satisfaction drivers, managers focusing on short-term stock returns might over- or under-emphasize certain satisfaction drivers to the detriment of the long-term success of the firm. Therefore, we extend prior research on the value relevance of customer satisfaction by assessing the relationship between the dynamics of key satisfaction drivers and contemporaneous risk-adjusted stock returns. Moreover, we compare three major markets using a dataset covering nearly the entire set of car brands sold between 2004 and 2008. Our results show that investors react to information related to perceived product quality, whereas, surprisingly, the cost of ownership and dealer service quality are unimportant despite the importance attributed to them in consumer research. Furthermore, we observe that information concerning the U.S. market dominates that of the UK and German markets. 相似文献
6.
The goal of this article is to provide deeper insights into the construct of customer orientation at the individual level.
The article has three main objectives: First, this study provides a two-dimensional conceptualization of customer orientation
that distinguishes between attitudes and behaviors. Second, it explores direct and indirect effects of customer-oriented attitudes
on customer satisfaction. Third, the authors propose and examine a positive moderating effect of empathy, reliability, and
expertise on the link between customer-oriented attitude and customer-oriented behavior and a negative moderating effect of
salespeople’s restriction in job autonomy. The analysis is based on dyadic data that involve judgments provided by salespeople
and their customers across multiple manufacturing and services industries in a business-to-business context. Results support
the authors’ two-dimensional conceptualization of customer orientation. The authors also find that customer-oriented attitudes
have a direct effect on customer satisfaction. The four proposed moderating effects are also in evidence.
Ruth Maria Stock (ruth.stock@gmx.net) is a professor of business administration and management at the University of Hohenheim, Stuttgart,
Germany. She holds a master’s degree in psychology from the University of Hagen, Germany, a Ph.D. in marketing from the University
of Mannheim, Germany, and a ha-bilitation degree from the University der Bundeswehr in Hamburg, Germany. She has published
in various forums including the Journal of the Academy of Marketing Science, Psychology & Marketing, and the Journal of Business-to-Business Marketing. Her main research areas include market-oriented management and business-to-business marketing.
Wayne D. Hoyer (wayne.hoyer@mccombs.utexas.edu) is the James L. Bayless/William S. Farish Fund Chair for Free Enterprise, the chair of the
Department of Marketing, and the director of the Center for Customer Insight in the McCombs School of Business at the University
of Texas at Austin. He received his Ph.D., M.S., and B.A. from Purdue University in the area of consumer psychology. He has
published more than 60 articles in various forums including the Journal of Consumer Research, the Journal of Marketing Research, the Journal of Marketing, the Journal of Advertising Research, and the Journal of Retailing. His research interests include customer insight and relationship management, consumer information processing and decision
making (especially low-involvement decision making), and advertising effects (most particularly, miscomprehension and the
impact of humor). 相似文献
7.
It has often been argued that word-of-mouth (WOM) can contribute significantly to a firm’s success in a variety of ways. Here,
we analyze the functional linkage between customer satisfaction, WOM, and new customer acquisition. Using data from two empirical
studies we conceptualize and test the direct, non-linear, and moderated relationship between satisfaction and WOM. We further
explore the circumstances under which WOM leads to new customer acquisition using a logistic regression model. We do so for
two groups (new customers and long-term customers) from the customer base of a large energy provider ( n = 688), and for a random sample of B2B customers ( n = 416) in the same market. Results indicate that the satisfaction-WOM link is non-linear and is moderated by several customer
involvement dimensions. Based on our results, we demonstrate how the satisfaction-WOM-new customer acquisition link can enrich
return on quality and satisfaction models. Further, we draw conclusions about how companies can make use of both the satisfaction-WOM
and the WOM-new customer acquisition link for better allocating their marketing resources.
相似文献
8.
In this study, we build on prior research in marketing and executive compensation to show that customer satisfaction is a
significant determinant of CEO bonuses. Findings demonstrate that the success of CEOs in managing customer satisfaction has
a direct, personal, and economic impact in the form of their annual bonus awards. Our study contributes to research on the
use of customer satisfaction information, marketing accountability, and marketing’s board level relevance. Our research also
extends marketing theory by pointing to a previously unexamined role for marketing performance metrics. 相似文献
9.
Selected antecedents of customers’ service recovery expectations are considered in this study. A conceptual model is proposed
in which customer perceptions of service quality, customer satisfaction, and customer organizational commitment function as
antecedents to service recovery expectations. The proposed model was tested with covariance structure analysis. The results
support the hypothesized relationships, suggesting that service quality and customer organizational commitment have direct
effects on customer service recovery expectations and that customer satisfaction has an indirect effect on service recovery
expectations.
He received his doctorate in marketing from the University of Kentucky. His research interests include services marketing
and ethics. His research has been published in the Journal of the Academy of Marketing Science, Journal of Retailing, and the Journal of Business Research.
He received his doctorate in industrial and organizational psychology from Virginia Tech University. His research interests
include service quality with a focus on health care settings. His research has been published in the Journal of Management, Organizational Behavior and Human Decision Processes, and Medical Care Review. 相似文献
10.
Self-reports of customer satisfaction invariably possess distributions that are negatively skewed and exhibit a positivity
bias. Examination of the customer satisfaction literature and empirical investigations reveal that measurements of customer
satisfaction exhibit tendencies of confounding and methodological contamination and appear to reflect numerous artifacts.
Implications and suggestions for research and practice are discussed.
Vyvx, Inc. 相似文献
11.
Does improving employee happiness affect customer outcomes? The current study attempts to answer this question by examining the impact of employee satisfaction trajectories (i.e., systematic changes in employee satisfaction) on customer outcomes. After accounting for employees’ initial satisfaction levels, the analyses demonstrate the importance of employee satisfaction trajectories for customer satisfaction and repatronage intentions, as well as identify customer-employee contact as a necessary conduit for their effect. From a macro perspective, employee satisfaction trajectories strongly impact customer satisfaction for companies with significant employee–customer interaction, but not for companies without such interaction. From a micro perspective, employee satisfaction trajectories influence customer repatronage intentions for frequent customers, but not for infrequent customers. These effects are robust to controlling for previous customer evaluations and recent employee evaluations. Overall, these findings extend the dominant view of examining static, employee satisfaction levels and offer important implications for the management of the organizational frontline. 相似文献
12.
Extant marketing, accounting, and finance research has neglected to examine the relevance of customer satisfaction information for institutional investors, despite their potential importance. This study develops and supports a framework suggesting that firms with positive changes in customer satisfaction are more attractive to transient institutional investors than to non-transient institutional investors. We also find that the impact of customer satisfaction on transient institutional investor holdings is contingent upon firm intangible asset intensity, product-market demand uncertainty, and financial market volatility. In addition, transient institutional investor holdings at least partially mediate the effects of changes in customer satisfaction on firm abnormal return and idiosyncratic risk. Thus, transient institutional investor investments represent a mechanism through which customer satisfaction affects firm value. 相似文献
13.
零售企业作为典型的服务提供者,在服务过程中出现服务失败和顾客不满是不可避免的,这就要求企业对其失误进行补救,最大限度的降低顾客的不满,这就是服务补救。服务补救适当可以重建顾客满意,留住顾客,赢得“二次成功”。研究结果检验了零售企业的补救措施对于顾客满意的影响,以及顾客满意度形成过程中顾客感知公平的中介作用,并提出了相应的对策。 相似文献
14.
Most of the previous research on price changes has focused on price decreases. This article investigates the effects of price
increases at an individual level. The authors argue that customers’ reactions to price increases (i.e., repurchase intentions)
are strongly driven by two factors: the magnitude of the price increase and the perceived fairness of the motive for the price
increase. In this context, the authors examine the role of customer satisfaction in influencing the impact of these two variables
on repurchase intentions after a price increase. Their findings reveal that as satisfaction increases, the negative impact
of the magnitude of a price increase is weakened. Furthermore, the results suggest that satisfaction moderates the impact
of perceived motive fairness. The authors also find that the level of satisfaction can influence the valence of the perceived
motives in response to a price increase.
Christian Homburg (homburg@bwl.uni-mannheim.de) is a professor of marketing and chair of the Marketing Department at the University of Mannheim,
Germany. He also serves as director of this university’s Institute for Market-Oriented Management. He holds master’s degrees
in business administration and mathematics and a Ph.D. in business administration from the University of Karlsruhe, Germany.
He also holds a habilitation degree from the University of Mainz, Germany. His research interests include market-oriented
management, buyer-seller relationships, and business-to-business marketing. He has published in the Journal of Marketing, the Journal of Marketing Research, Strategic Management Journal, the Journal of the Academy of Marketing
Science, and the International Journal of Research in Marketing. He is also the founder of Professor Homburg & Partners, an internationally operating management consulting firm.
Wayne D. Hoyer (wayne.hoyer@bus.utexas.edu) is the the James L. Bayless/William S. Farish Fund Chair for Free Enterprise, the chairman of
the Department of Marketing, and the director of the Center for Customer Insight in the McCombs School of Business at the
University of Texas at Austin. He received his Ph.D., M.S., and B.A. from Purdue University in the area of consumer psychology.
He has published more than 60 articles in various forums including the Journal of Consumer Research, the Journal of Marketing Research, the Journal of Marketing, the Journal of Advertising Research, and the Journal of Retailing. His research interests include customer insight and relationship management, consumer information processing and decision
making (especially low-involvement decision-making), and advertising effects (most particularly, miscomprehension and the
impact of humor).
Nicole Koschate (nicole.koschate@bwl.uni-mannheim.de) is an assistant professor of marketing in the School of Business Administration at
the University of Mannheim, Germany. She holds a double master’s degree in business administration and psychology and a Ph.D.
in marketing from the University of Mannheim, Germany. Her current research areas include pricing, customer insight, dynamic
issues in marketing phenomena, and buyerseller relationships. Her research appears in several outlets, including the Journal of Marketing. 相似文献
15.
Although it has frequently been argued that the job satisfaction of a company’s employees is an important driver of customer satisfaction, systematic research exploring this link is scarce. The present study investigates this relationship for salespeople in a business-to-business context. The theoretical justification for a positive impact of salespeople’s job satisfaction on customer satisfaction is based on the concept of emotional contagion. The analysis is based on a dyadic data set that involves judgments provided by salespeople and their customers collected across multiple manufacturing and services industries. Results indicate the presence of a positive relationship between salespeople’s job satisfaction and customer satisfaction. Furthermore, the relationship between salespeople’s job satisfaction and customer satisfaction is found to be particularly strong in the case of high frequency of customer interaction, high intensity of customer integration into the value-creating process, and high product/service innovativeness. 相似文献
16.
Few studies have examined the potential effects of personality upon consumer's judgments of satisfaction/dissatisfaction with
their purchases. This paper presents evidence that consumer satisfaction with household appliances is related to their sense
of personal efficacy. Implications for policy making and future theoretical directions for satisfaction research are discussed. 相似文献
17.
Customer satisfaction is the predominant metric firms use for detecting and managing customers' likelihood to defect. But
while satisfaction and defection are related, satisfaction is only a weak predictor of whether a customer will defect. This
article suggests that for repurchase decisions that involve an information-based evaluation of alternatives to the incumbent,
likelihood of defection will be influenced by “how much” customers know about those alternatives. The relationship between
level of knowledge about alternatives and defection is examined in the context of actual health insurance choices. Results
suggest that the level of objective and subjective knowledge about alternatives has a direct effect on likelihood of defection—above
and beyond satisfaction level. The view of defection forwarded in this article suggests that managers may be able to gain
additional control over customer defection through actions aimed at influencing how much customers know (or come to know)
about alternative vendors.
Anthony J. Capraro (tcapraro@unca.edu), an assistant professor at the University of North Carolina at Asheville, earned his Ph.D. in marketing
in 1999 from the University of Texas after having spent 20 years in industry in marketing and marketing management positions.
His current research interest focuses on developing and enhancing the value of a firm's customer base.
Susan Broniarczyk (Susan.Broniarczyk@bus.utexas.edu), an associate professor at the University of Texas at Austin, earned her Ph.D. in marketing
from the University of Florida. She serves on the editorial boards of the Journal of Consumer Research and the Journal of Marketing Research and the advisory board for the Association for Consumer Research. Her research, which examines consumer decision making and
how consumers' knowledge structures affect their reaction to missing or conflicting product information, appears in the Journal of Consumer Research, the Journal of Marketing Research, and Organizational Behavior and Human Decision Processes.
Rajendra K. Srivastava (Rajendra.Srivastava@bus.utexas.edu) is the Jack R. Crosby Regent's Chair in Business and a professor of marketing and management
science and information systems (MSIS) in the McCombs School of Business at the University Texas at Austin. He is also the
Daniel J. Jordan Research Scholar at Emory University. He earned his doctorate from the University of Pittsburgh. His research,
which spans marketing and finance, has been published in the Journal of Marketing, the Journal of Marketing Research, Marketing Science, and the Journal of Banking and Finance. His current research interests focus on the impact of marketing strategy and market-based assets on corporate financial
performance, particularly in the context of technology-intensive products and services. 相似文献
18.
This research reveals customer- and employee-firm relations to be two routes by which firms can leverage executive incentive structures to create customer and firm value. Analyses of a unique dataset with multiple archival sources show that (1) increases in the proportion of CEOs?? long-term equity-based compensation positively influence actions that build customer- and employee-firm relations as measured by the Kinder, Lydenberg, Domini & Co. (KLD) data source, (2) such effects are stronger in unstable markets, and (3) customer and employee relationship-building actions affect firm value both directly and indirectly via the mediator of customer satisfaction as measured by the American Customer Satisfaction Index (ACSI) data source. The findings have implications for the improvement of customer satisfaction, the role of marketing in the organization, and the design of CEO incentive packages leading to higher customer satisfaction and firm value. 相似文献
19.
This article attempts to provide deeper insights into the link between the innovativeness of a company’s offered goods/services
and customer satisfaction. This study proposes an inverted U-shaped relationship between the innovativeness of the offered
goods and customer satisfaction. For the innovativeness of services, information economics and services marketing literature
indicate an inverted S-shaped relationship. Two separate studies conducted for goods and services confirm the proposed nonmonotonic
effects of the investigated relationships. Both studies use dyadic data from marketing managers to assess innovativeness and
from customers to indicate customer satisfaction. 相似文献
20.
Several scholars have noted the importance of relationship marketing and the critical role that salesperson knowledge plays
in the formation of buyer-seller relationships. However, research on salesperson learning motivations has been relatively
scarce compared with research on firm-level learning orientations. One promising stream of research in this area is salesperson
goal orientation. Drawing from previous work in control theory, the authors extend previous research in this area by proposing
relationships between personality influencers, goal orientations, customer/selling orientation, and overall work satisfaction.
Their hypotheses are tested using data obtained from a sample of 190 real estate agents. The results provide support for their
hypothesized model. Specifically, learning orientation is shown to positively influence customer orientation, while performance
orientation is shown to positively influence selling orientation.
Eric G. Harris (eharris@lklnd.usf.edu Ph.D., Oklahoma State University) is an assistant professor of marketing at the University of South
Florida. His current research interests include goal orientation, customer orientation, and personality models applied to
consumer and employee behavior. He has published articles in the Journal of the Academy of Marketing Science, Psychology & Marketing, the Journal of Consumer Marketing, the Journal of Business & Psychology, Services Marketing Quarterly, the Journal of Services Marketing, and the Journal of Marketing Management.
John C. Mowen (jcmmkt@okstate.edu) Ph.D., Arizona State University) is Regents Professor and holds the Noble Chair of Marketing Strategy
at Oklahoma State University. He has published articles in numerous leading journals, including the Journal of the Academy of Marketing Science, the Journal of Marketing Research, the Journal of Marketing, Decisions Sciences, the Journal of Applied Psychology, the Journal of Personality and Social Psychology, Psychology and Marketing, and the Journal of Consumer Psychology. He is a past president of the Society for Consumer Psychology. His teaching and consulting interests focus on consumer behavior
and motivating the workforce. His research focuses on the factors that motivate and influence the decisions of consumers and
employees.
Tom J. Brown (tom.brown@okstate.edu; Ph.D., University of Wisconsin) is Ardmore Professor of Business Administration and an associate
professor of marketing at Oklahoma State University. His articles have appeared in leading marketing journals, including the Journal of Marketing Research, the Journal of Marketing, the Journal of Consumer Research, and the Journal of the Academy of Marketing Science. His current research interests include causes and effects of corporate reputation and the customer orientation of service
workers. He is cofounder of the Corporate Identity/Associations Research Group. Teaching interests include marketing research,
services marketing, and corporate communications. He is coauthor (with Gilbert A. Churchill Jr.) of Basic Marketing Research (5th ed.). Consulting interests include marketing research, corporate reputation, and the customer orientation of service
workers. 相似文献
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