Determining Consumer Satisfaction through Benefit Profiling

Howes, Douglass K.; Ardt, Johan

doi:10.1108/eum0000000004961

Cited by 6 publications

(5 citation statements)

References 27 publications

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“…Nevertheless, the overall end result of the experience can readily be measured in terms of satisfaction. Hawes and Arndt (1982) suggested that the use of a single global indicator of a customer's reaction to the Disconfirmation, perception and waiting times 67 service experience appeared to be the most common measure of customer satisfaction. Despite the appeal of using a single indicator, both the validity and the reliability of single measures has been questioned.…”

Section: Measuring Customer Satisfactionmentioning

confidence: 99%

How disconfirmation, perception and actual waiting times impact customer satisfaction

Davis

Heineke

1998

International Journal of Service Industry Management

172

132

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IntroductionCustomer waiting time for service typically represents the first direct interaction between customers and most service delivery processes, so the importance of properly managing waiting times is of significant interest to most service operations. In recent years, service managers have made efforts to reduce customer waiting times and, and in some cases, totally to eliminate waits by improving processes or by adopting faster service technologies.Customer reactions to waiting in line, whether they are good or bad, can color the customer's perception of the service delivery process. For example, customers in a restaurant who are unhappy about their long wait for seating may complain about the quality of the food, even if the food is totally acceptable. Chebat et al.'s (1994) study of bank customers supports this notion of a "halo effect", concluding that a customer's evaluation of service quality was affected not only by the end service received, but also by the service delivery process itself, which includes waiting time. It is therefore critical, in situations where waiting is inevitable, that service managers attempt to provide a high level of satisfaction with the waiting portion of the service experience.Previous research on customer satisfaction with respect to waiting in service operations has tended to parallel the broader research issue of customer satisfaction in services. This research can be divided into three broad areas:(1) developing a methodology for defining customer satisfaction;(2) measuring customer satisfaction; and(3) identifying the factors that affect the level of customer satisfaction. Customer satisfaction can, therefore, be conceived as one element of an overall model of customer behavior that evolves over time (Beardon and Teele, 1983;Day and Landon, 1977).

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Section: Measuring Customer Satisfactionmentioning

confidence: 99%

How disconfirmation, perception and actual waiting times impact customer satisfaction

Davis

Heineke

1998

International Journal of Service Industry Management

172

132

View full text Add to dashboard Cite

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“…Initially the marketing communication of brands emerges as relevant. Researchers and practitioners soon understood the importance of the impact of advertising brands on sales (Gronhaug, 1973;Samuels, 1970) and the determinants of customer satisfaction (Hawes & Arndt, 2007).…”

Section: Brand Journeymentioning

confidence: 99%

Overview of the brand journey and opportunities for future studies

Loureiro

2023

Ital. J. Mark.

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With this study, brand managers can have an overview of the major concepts and characteristics of brands over time, while academics receive a mapping of the most analyzed topics and suggestions for future research. Based on the documents published in Scopus and Web of Science databases using the word “brand”, this article aims to provide an overview of the brands and suggest opportunities for future research. Text mining clustering allowed the processing of a large amount of information and organized the first overview of the concepts that have been studied. Thus, first, we examine the existing definitions of a brand. Then, we provide a historical perspective of the topics associated with brand constructs and their associations and present a framework for the psychological characteristics of the branding process. Finally, we present the future trends.

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“…The reason for this is also shown by the fact that bad experiences can lead to customers' negative emotions and, thus, consumer complaints [22]. Hawes and Arndt [23] found that a higher level of consumer complaints indicates dissatisfied consumers. Therefore, bad experiences lead to negative emotions, whereas good experiences create positive emotions, and these experiences result in consumers' positive or negative behavioral responses.…”

Section: Complaint Behaviormentioning

confidence: 99%

The Effect of Cognitive Dissonance Theory and Brand Loyalty on Consumer Complaint Behaviors: A Cross-Cultural Study

Yakın

Güven²,

David

et al. 2023

Sustainability

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Consumers tend to exhibit e-WOM behavior or retention behavior or communicate with official channels rather than the brand, which can damage the brand in cases where the channels through which customers are expected to reach the brand for their complaints are dysfunctional. This study aims to examine the relationship between cognitive dissonance and brand loyalty factors as well as their impact on consumer complaint behavior in terms of differences between Turkish and Romanian consumers. For this purpose, a simultaneous quantitative research study was conducted in these two countries, with a total of 790 participants surveyed. The findings showed that the consumers’ level of brand loyalty had a significant positive effect on the level of cognitive dissonance, which significantly impacted complaint behavior. On the other hand, it was concluded that brand loyalty did not significantly affect complaint behavior. The comparative analysis revealed that Romanian customers’ brand loyalty was higher than Turkish customers’, and the dimensions concerning cognitive dissonance and complaint behavior were higher among Turkish customers.

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Determining Consumer Satisfaction through Benefit Profiling

Cited by 6 publications

References 27 publications

How disconfirmation, perception and actual waiting times impact customer satisfaction

How disconfirmation, perception and actual waiting times impact customer satisfaction

Overview of the brand journey and opportunities for future studies

The Effect of Cognitive Dissonance Theory and Brand Loyalty on Consumer Complaint Behaviors: A Cross-Cultural Study

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