A Reexamination of the Determinants of Consumer Satisfaction

Spreng, Richard A.; MacKenzie, Scott B.; Olshavsky, Richard W.

doi:10.2307/1251839

Cited by 975 publications

(176 citation statements)

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“…As Zeithaml, Parasuraman and Berry (1985) have described, interactions that fall within a "zone of tolerance" produce little subsequent change. Furthermore, positive assessments that meet expectations may not necessarily lead to higher and higher levels of satisfaction (Spreng, Mackenzie & Olshavsky, 1996). Such assessments seem quite compatible with the current study where subjects seem to have had their expec-tations met by the neutral service such that additional positive factors did not change their satisfaction levels.…”

Section: Discussionsupporting

confidence: 87%

The impact of ethical cues on customer satisfaction with service

Thomas¹,

Vitell²,

Gilbert³

et al. 2002

Journal of Retailing

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This study examines the effects of ethical and unethical cues on customers' evaluations of the ethics of a service provider and their subsequent satisfaction with the service. The results of a disguised, laboratory experiment are used to suggest that customers respond to unethical cues in the environment through lower ethical assessments and satisfaction ratings, but that ethical cues may not necessarily increase satisfaction scores when compared to a neutral situation. The implications suggest that ethical cues and an honest service provider may be the expected norm, and thus will lead to (or maintain) satisfaction with the service encounter, while unethical cues will create dissatisfaction.

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Section: Discussionsupporting

confidence: 87%

The impact of ethical cues on customer satisfaction with service

Thomas¹,

Vitell²,

Gilbert³

et al. 2002

Journal of Retailing

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“…Overall Information Satisfaction was quantified from adapted measures of several past empirical studies [71,72]. Respondents were asked to evaluate on a nine-point Likert scale (1-not at all, 9-totally) the degree to which they were satisfied from using online information sources.…”

Section: Variable Definition and Measurementmentioning

confidence: 99%

Explaining travellers online information satisfaction: A complexity theory approach on information needs, barriers, sources and personal characteristics

Kourouthanassis

Mikalef

Pappas

et al. 2017

Information & Management

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Please cite this article as: P.E. Kourouthanassis, P. Mikalef, I.O. Pappas, P. Kostagiolas, Explaining travellers online information satisfaction: a complexity theory approach on information needs, barriers, sources and personal characteristics, Information and Management (2017), http://dx.doi.org/10. 1016/j.im.2017.03.004 This is a PDF file of an unedited manuscript that has been accepted for publication. As a service to our customers we are providing this early version of the manuscript. The manuscript will undergo copyediting, typesetting, and review of the resulting proof before it is published in its final form. Please note that during the production process errors may be discovered which could affect the content, and all legal disclaimers that apply to the journal pertain.

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“…A number of studies have also found that the effects of expectations differ under different conditions, between consumer groups, across different product categories (high against low consumer-involvement products), and between products and services. [18][19][20][21][22] …”

Section: Disconfirmation Theorymentioning

confidence: 99%