Effect of Participation in Marketing Research on Consumer Attitudes toward Research and Satisfaction with a Service

Swan, John E.; Trawick, I. Fredrick; Carroll, Maxwell G.

doi:10.1177/002224378101800309

Cited by 31 publications

(19 citation statements)

References 13 publications

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“…Participants were first asked to answer survey questions on a seven-point Likert scale (1 = “strongly disagree,” and 7 = “strongly agree”) regarding perceptions of privacy control (“I had little reason to be concerned about my privacy in this store”; “I controlled my level of privacy within the store”; “I had control over who I dealt with”; α = .84; Alge et al 2006), anxiety (“Please rate how the overall shopping trip described in the video would make you feel: anxious, nervous, tense”; α = .95; Dubé and Morgan 1996; Lau-Gesk and Meyers-Levy 2009; Luce 1998), and satisfaction (“Overall, I am satisfied with my shopping trip today”; “This shopping experience was very satisfactory”; “I felt good about my shopping trip”; “I was happy with my shopping trip”; α = .98; Hausknecht 1990; Swan, Trawick, and Carroll 1981). Because all reliabilities were satisfactory, mean scores were calculated.…”

Section: Study 2: Examination Of the Interaction And Mediation Effectsmentioning

confidence: 99%

Panic Attack: How Illegitimate Invasions of Privacy Cause Consumer Anxiety and Dissatisfaction

Jones¹,

Stevens²,

Noble³

et al. 2019

Journal of Public Policy & Marketing

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This research fills a gap in the literature regarding face-to-face privacy invasions. Most research in the privacy arena examines information privacy (e.g., credit card and data information) and ignores the privacy component of face-to-face interactions. Using three studies, the authors explore the impact of physical and visual invasions on privacy control. The findings show that only one dimension of privacy needs to be invaded for consumers to feel less control over their privacy. Perceptions of privacy control have a negative relationship with satisfaction, as mediated through feelings of anxiety. Importantly, two invasions do not have a greater impact than one, and a legitimate reason for physical or visual invasions can lessen the negative consequences in terms of anxiety and satisfaction. These results have important theoretical and practical implications for marketers aiming to design satisfying consumption experiences that also preserve consumer welfare.

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Section: Study 2: Examination Of the Interaction And Mediation Effectsmentioning

confidence: 99%

Panic Attack: How Illegitimate Invasions of Privacy Cause Consumer Anxiety and Dissatisfaction

Jones¹,

Stevens²,

Noble³

et al. 2019

Journal of Public Policy & Marketing

View full text Add to dashboard Cite

show abstract

“…The finding that stating expectations also generates more-negative evaluations might be explained by both the negativity enhancement and vigilant processing accounts, because stating expectations, similar to expecting to evaluate, is likely to cause customers to pay more attention online to performance aspects that do not meet expectations. In a prior study that included a manipulation of stated expectations, Swan, Trawick, and Carroll (1981) asked customers seated at a particular section of a restaurant to state their food and service expectations immediately after they submitted their orders, whereas customers seated at a different section were not asked for their expectations. Although Swan, Trawick, and Carroll did not expect stated expectations to influence subsequent evaluations (building on work by Bridge et al 1977), those in the stated expectations group tended to rate the restaurant less favorably on the majority of the items (particularly on two service dimensions).…”

Section: Study 1: the Effect Of Expecting To Evaluate And Stating Expectations On Evaluationsmentioning

confidence: 99%

In Search of Negative Customer Feedback: The Effect of Expecting to Evaluate on Satisfaction Evaluations

Ofir

Simonson

2001

Journal of Marketing Research

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Customers' evaluations of quality and satisfaction are critical inputs in the development of marketing strategies. Given the increasingly common practice of asking for such evaluations, buyers of products (e.g., cars) and services (e.g., hotels, educational programs/courses) often know in advance that they subsequently will be asked to provide their evaluations. In a series of field and laboratory studies, the authors demonstrate that expecting to evaluate leads to less favorable quality and satisfaction evaluations and reduces customers' willingness to purchase and recommend the evaluated services. The negative bias of expected evaluations is observed when actual quality is either low or high, and it persists even when buyers are told explicitly to consider both the positive and negative aspects. The authors examine three possible explanations for this systematic bias, which are referred to as negativity enhancement, role expectation, and vigilant processing. The findings are most consistent with the negativity enhancement account, indicating that unless buyers begin the evaluation task with low expectations, they tend to focus during consumption primarily on negative aspects of product/service quality. The article concludes with a discussion of the theoretical and practical implications of this research.

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“…When performance is equal or superior to expectations, disconfirmation is positive. The majority of empirical findings support a positive relationship between expectations and satisfaction (e.g., 6,53,64).…”

Section: Relationship Between Consumers' Experience and Satisfactionmentioning

confidence: 98%

The effect of service performance and ski resort image on skiers' satisfaction

Ferrand

Vecchiatini

2002

European Journal of Sport Science

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Most ski resort managers make use of techniques to monitor customer satisfaction with their services. This aspect is a major concern for management. This paper defines ski resort services as those that offer the consumer the opportunity to take part in ski (e.g., quality of the snow, ski lifts velocity) and non-ski activities. This study examined how ski resort image, and ski and non-ski service attributes affect customer satisfaction. Skiers (N = 1448) responded to a questionnaire in order to measure the above variables. Using structural equation modelling, these relationships were examined. We hypothesized that ski resort image influence consumer satisfaction more than functional attributes. Several models were tested. The final model's goodness-of-fit summary revealed an adequate fit of the model to the data (Satorra-Bonnet Chi-square = 1377.65 [577 df], CFI = .95, GFI = .94, RMSEA = .03). The results indicate that ski resort image, and ski and non-ski attributes are predictive of consumer satisfaction. A well positioned ski resort image will increase consumer satisfaction more than a high assessment on ski attributes. These results correspond with the experiential model and contradict the rational consumer satisfaction model. Consequently quality management needs to focus both on image and functional attributes.

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Effect of Participation in Marketing Research on Consumer Attitudes toward Research and Satisfaction with a Service

Cited by 31 publications

References 13 publications

Panic Attack: How Illegitimate Invasions of Privacy Cause Consumer Anxiety and Dissatisfaction

Panic Attack: How Illegitimate Invasions of Privacy Cause Consumer Anxiety and Dissatisfaction

In Search of Negative Customer Feedback: The Effect of Expecting to Evaluate on Satisfaction Evaluations

The effect of service performance and ski resort image on skiers' satisfaction

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