Service set similarities in patterns of consumer satisfaction/dissatisfaction

Consumer problems with products and services may occur in identifiable patterns. By studying the patterns of consumer dissatisfaction across 22 services, a service set approach to satisfaction/dissatisfaction is developed. Through the use of principal components analysis, target analysis, and multiple regression analysis, two hypotheses are tested about service sets for a randomly selected sample of 922 Canadians, both French and English speaking. The results of this analysis suggest that consumer problems with services across time seem to be partially explained by individual differences - such as age, income. and education — and partially explained by characteristics of the services themselves. Together, these influences may provide a better theoretical explanation for consumer satisfaction/dissatisfaction than do the more commonly used individual difference variables when taken alone.     

A comparison of determinants of consumer satisfaction/dissatisfaction with the performance of apparel products between South Korea and the United States

The purpose of the present study was to identify the determinants of consumer satisfaction and dissatisfaction (CS/D) with the performance of apparel products at the purchase and product-consumption stages for Korean consumers, and to examine if these determinants were similar to those for US consumers. Results showed that at the purchase stage, the three variables, found significantly related to CS/D at purchase for US consumers, were also significant for Korean consumers. These three at-purchase variables were: perceived at-purchase performance, performance expectation and experience-based norm disconfirmation (i.e. the discrepancy between consumers’ experience-based norm and their perception of product performance at purchase). When the variables related to CS/D at the product-consumption stage were examined, both similarities and differences were found between Korean and US consumers. For both countries, perceived consumption performance and satisfaction at purchase were significantly related to CS/D at the product-consumption stage. Differences were found in the effects of expectancy disconfirmation and performance expectation on CS/D at the product-consumption stage. Expectancy disconfirmation is the discrepancy between consumers' performance expectation and their perception of product performance after consumption. Expectancy expectation was found to be a significant determinant of CS/D for US consumers, but was not a determinant for Korean consumers. Performance expectation, which was found not to be a significant determinant of CS/D for US consumers, was a significant determinant for Korean consumers.     

Fabric speciality stores: customer satisfaction/dissatisfaction with information-source attributes

The purpose of this research was to determine customer satisfaction/dissatisfaction with information-source attributes supplied by fabric speciality stores. After constructing a theoretical framework of information-source attributes and a questionnaire, a survey of fabric speciality store customers was conducted in eight Midwestern cities in the U.S. The results indicated that salespeople, store layout/displays and fabric-bolt labels caused more dissatisfaction than store advertising, special services and free printed literature. It was also found that variables, such as the respondent's age, were related to the respondent's degree of satisfaction/dissatisfaction with fabric speciality store informations-source attributes.     

Consumer expectations and the communications gap: Causes of consumer dissatisfaction

Despite steady improvement in product quality and values, consumer complaints and demands for protective legislation are more common than before. The rising expectations of consumers are a main cause of consumer irritation, and exaggerated promotional information contributes to these rising expectations. The remedy for consumer dissatisfaction is to narrow the gap between consumer expectancy and perceived product performance, primarily by reducing exaggerated expectancy. More careful and thorough monitoring of consumer satisfaction levels can help reduce consumer dissatisfaction. Three guidelines are suggested for dealing with discrepancies between consumer expectancy and product performance.     

A study on the antecedents and consequences of satisfaction and dissatisfaction in web portal usage

Service Business - Unlike previous studies on web portal preference that focused mostly on satisfaction, this study considered both satisfaction and dissatisfaction. This study established that (1)...     

"2005消费者满意度调查"结果揭晓

由汽车导购杂志社主办的“2005国产轿车消费者满意度调查”结果近日揭晓。这是汽车导购杂志社继2004年成功举办该项活动后的再次举办。     

Seeking redress for consumer dissatisfaction: The role of attitudes and situational factors

The value of consumer complaints in consumer protection and in the effective management of the firm has been demonstrated. This paper reports a survey of Dutch consumers to determine the extent to which consumer attitudes toward seeking redress through complaints is correlated with actual complaint behavior. It concludes that situation-specific factors are stronger influences on whether consumers complain than general attitudes and discusses how these factors can be used to encourage legitimate consumer complaints.

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Reaktionen bei Verbraucher-Unzufriedenheit: Die Rolle von Einstellungen und situativen Faktoren

Zusammenfassung Es ist erwiesen, daß Verbraucherbeschwerden sowohl für den Schutz des Verbrauchers wie auch für eine effektive Unternehmensführung von Bedeutung sind. Der vorliegende Beitrag berichtet über eine Untersuchung bei 304 holländischen Verbrauchern zu der Frage, in welchem Ausmaße die Einstellungen von Verbrauchern zu Beschwerdeverhalten zusammenhängen mit dem tatsächlichen Beschwerdeverhalten. Einstellungen wurden dabei über eine 15-item-Skala gemessen, die einer Faktoren-Analyse unterzogen wurde und drei Bereiche erfaßt: (a) gesellschaftliche Normen über Beschwerdeverhalten, (b) Kosten und Mühen des Beschwerdeverhaltens und (c) vermutliche Ansprechbarkeit der Verkäufer durch Verbraucherbeschwerden.Eine multiple Regressions-Analyse ergab eine signifikante, jedoch nur schwache Beziehung zwischen dem ersten Einstellungsfaktor und einer Beschwerde-Neigung, die erfaßt wurde als allgemeine Selbsteinschätzung hinsichtlich der Tendenz, bei Unzufriedenheiten mit Beschwerdeverhalten zu reagieren. Es zeigte sich keine signifikante Beziehung zwischen den drei Einstellungsfaktoren und dem Beschwerdeverhalten aufgrund einer spezifischen Verbraucherunzufriedenheit. Weitere Analysen zeigten, daß vielmehr vier situative Variable in signifikanter Beziehung zum tatsächlichen Beschwerdeverhalten stehen, nämlich (a) der Produktpreis, (b) die Schwere des Problems mit einem nicht-zufriedenstellenden Produkt, (c) die wahrgenommene Mühe, die durch eine Beschwerde verursacht wird, und (d) die wahrgenommene Bereitschaft des Verkäufers, die Unzufriedenheit zu beseitigen.Die Ergebnisse dieser Untersuchung und Befunde früherer Untersuchungen legen den Schluß nahe, daß das Beschwerdeverhalten bei Unzufriedenheit eher von situationsspezifischen Faktoren beeinflußt wird als von generellen Einstellungen. Solche generellen Einstellungen können jedoch das Beschwerdeverhalten über längere Zeit bei einer größeren Zahl von Unzufriedenheits-Fällen beeinflussen. Der Beitrag schließt mit einer Erörterung, wie Verbraucher bei berechtigter Unzufriedenheit zu Beschwerden ermuntert werden können, und welche zusätzlichen Forschungslücken geschlossen werden müssen.

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Marsha L. Richins is an Assistant Professor of Marketing at Louisiana State University, Baton Rouge, LA 70803, USA. Bronislaw J. Verhage is an Associate Professor at the Graduate School of Management, Poortweg 6, NL-2612 PA Delft, The Netherlands.     

Consumer inferences and consumer preferences. The status of cognition and consciousness in consumer behavior theory

This conceptual paper discusses the so-called ‘non-cognitive’ revolution in modern Consumer Behavior Theory. We argue that this new emphasis is not a radical departure when viewed from the vantage point of cognitive psychology. Cognitive psychology has become a way of studying many, if not most, forms of behavior; as it grows and expands, it becomes less correct to equate it with the study of only some forms of behavior (cognition). It is often the case that consumer researchers associate the term ‘cognitive’ with the conscious, the rational, the verbal and, by implication, call non-cognitive the unconscious, subconscious or non-verbal phenomena. However, many findings on ‘non-cognitive’ processes are the result of research in cognitive psychology. Our paper therefore starts out by discussing the nature of the cognitive Consumer Research Tradition. It points out that the distinction between conscious and automatic processes is more fruitful than that between cognitive and non-cognitive ones. The recent emphasis on emotional processes and direct behavior manipulation is discussed in this light. Implications of the distinction for consumer and marketing research are mentioned in a concluding section.     

解读中国人的"汽车生活"--"2005年顾客满意度调查报告"评述

4月10日，中国汽车品牌顾客满意度调查组委会发布“2005年顾客满意度调查报告”。报告显示：我国汽车行业2005年度用户满意指数为72．6分，与国际先进水平相比仍有较大差距。     

A cognitive model to predict domain-specific consumer innovativeness

Marketers who launch innovative products need to identify consumers who are willing to learn about, buy, and use these innovations. To optimize marketing campaigns, practitioners need to know the characteristics of this key segment in the diffusion process. Previous research, however, provides confounding results about antecedents of innovativeness because of two limitations: (1) previous studies have conceptualized innovativeness on different levels of abstraction (2) previous studies have not taken into account the influence of the product category. The present paper suggests a conceptual framework to overcome these shortcomings. Based on this framework, the paper suggests a theoretically founded cognitive model of domain-specific innovativeness for a product category with a utilitarian benefit. This model is empirically tested in the field of automotive interior. To this end, 521 German car drivers were surveyed. The results of structural equation modeling show that domain-specific innovativeness for utilitarian products is mainly influenced by specific need for cognition, special interest media usage and domain-specific opinion leadership.     

基于消费者需求与信息搜寻的消费者教育模型研究

本文结合消费者需求特点和信息搜寻两个维度,指出产品市场可分为易识实用产品市场、难识实用产品市场、易识享乐产品市场、难识享乐产品市场和未被考虑产品市场.企业应根据各类市场特征,制定有针对性的消费者教育策略.     

A model of product compatibility introduction with consumer recognition

Firms recognizing consumers often use behavior-based pricing (BBP), i.e., condition prices on purchase history. Prior research studies the framework with independent product offerings and shows that BBP leads to poaching and decreases each firm's profits. In this paper, we investigate the efficacy of BBP in a two-period duopoly where firms provide compatible product categories and endogenously determine the levels of cross-compatibility. We first revisit the impact of behavior-based pricing in the traditional framework with independent offerings and verify the competition-increasing effect of BBP. We then examine how the impact of BBP differs when firms introduce product compatibility. Interestingly, we find that firms can benefit from BBP when firms introduce product compatibility. More specifically, when the value consumers obtain from perfect compatibility is moderate, implementing BBP is more profitable than without consumer recognition. The intuition is that when the value of perfect compatibility is medium, consumers do not expect good switching deals in the second period and firms can charge higher prices in the first period. Our findings not only complement the BBP literature but also shed light on the firms' strategic decisions on product compatibility.     

The impact of consumer confusion from eco-labels on negative WOM,distrust, and dissatisfaction

For decades companies have added eco-labels to products to gain a competitive advantage and inform consumers about the environmental impact of products. Although benefits of eco-labels have been investigated previously, negative outcomes related to the proliferation of these labels have not been studied until this point. This study investigates the impact of eco-labels on a variety of forms of consumer confusion, specifically studying whether this confusion has a direct or indirect effect on negative word-of-mouth, distrust, and dissatisfaction, as mediated by negative emotion. The results from a quasi-experimental field study that employs a between-subject design from the food and detergent industries show that similarity, overload, and ambiguity confusion lead to negative emotion, negative word-of-mouth, distrust, and dissatisfaction. This study also shows that negative emotion mediates the effect of three confusion constructs on dependent variables, such as negative word-of-mouth, distrust, and dissatisfaction. This study presents theoretical and practical implications, limitations, and future research avenues in the areas of consumer confusion and eco-labeling.     

Advancing versus delaying payments and consumer time orientation: A personal selling experiment

The authors propose that an individual's capacity to plan and delay consumer decisions may impact purchases within personal selling situations. An experiment was conducted to investigate the effects of postponing or expediting a payment for a car on purchase intentions. A scale, developed to categorize future- and present-time oriented individuals, was employed as a moderating variable. The results indicate that a present-time oriented person tends to prefer delayed payments over immediate payments. In contrast, a future-time oriented person is more likely to prefer immediate payments than a present-time oriented person. The results are discussed in relation to applications for developing adaptive selling strategies. © 1995 John Wiley & Sons, Inc.     

A model of adolescents' online consumer self-efficacy (OCSE)

This paper investigates adolescent online shopping and self-efficacy development in the virtual setting. The authors present and test a model of antecedents and mediators to two dimensions of online consumer self-efficacy. Additionally, a discriminant analysis finds that more involved adolescent online shoppers can be differentiated from less involved online shoppers on key variables of interest-shopping motivations, self-efficacies, shopping behaviors, and relative influence in household decision-making.     

Customer satisfaction and dissatisfaction in retail banking: Exploring the asymmetric impact of attribute performances

The paper presents the results of an extensive study on the determinants of customer satisfaction for a retail bank. In doing so, it uses a revised version of the traditional analyses based on derived measures of attribute importance. The need for a revised methodology is prompted by the insights of the two- and three-factor theories of customer satisfaction, such as Kano's framework. Indeed, the evidence from 5000 customers of a prominent Italian bank confirms a non-linear and asymmetric relationship between attribute performances and overall customer satisfaction. The results from both a traditional and our revised approach are compared. While this approach can be applied across different industries, it should not be assumed that the numerical results presented in the paper apply to contexts with substantially different underlying characteristics. General trends and implications for banking services are reported in the conclusions.     

The effects of emotion and need for cognition on consumer choice involving risk

Building upon previous research, this article proposes that the effect of mood on risk-taking is moderated by the individual’s need for cognition. The hypothesized effect of mood and the need for cognition are tested with different types of consumer choices in three studies. Consistent with the hypotheses, the results indicate that the subjects in happy mood tend to be risk-aversive while the subjects in sad mood incline to take risks. Furthermore, the mood affects risk-taking behavior more for the low-NFC subjects than for the high-NFC ones. Finally, implications of the findings and suggestions for future research are discussed.     

Usage of,and satisfaction with,a governmental consumer protection agency

State consumer protection agencies provide alternatives for consumer inquiries and for redress when consumers are unable to obtain satisfaction. In this study, the major objectives were to determine whether consumers used the services of the Kentucky Consumer Protection Division, the frequency of contact, the method of contact, the satisfaction/dissatisfaction with handling of inquiries or complaints and characteristics of inquirers/complainers. Four different surveys were used to obtain the data. The data analysis indicated that a large percentage of those who made inquiries or complained were satisfied. However, only a small percentage of the consumers had contacted the CPD, and very few used the hotline in making requests or complaints. Those who had contacted the CPD were younger, better educated and had higher incomes. Among the recommendations are that increased efforts be made to publicize the hotline and other CPD services.     

The impact of social media conversations on consumer brand choices

This paper estimates the impact of social media conversations on consumer valuation of brand characteristics and demand for carbonated soft drinks (CSDs). We formulate a random coefficient, discrete choice model of consumer demand that includes social media conversations, and estimate it matching Nielsen sales data on carbonated soft drinks to social media conversations on Facebook, Twitter, and YouTube. Empirical results indicate that consumers’ conversations about brands and nutritional aspects of CSDs have a significant impact on their valuation of brand characteristics and ultimately on their choices of CSDs. These findings have important implications not only for firms using social media as a strategic tool for effective brand promotion and product design but also for public health policies aimed at reducing the consumption of sugary beverages and high-calorie foods.