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Article
Publication date: 10 April 2017

Eugene Sivadas and Rupinder Paul Jindal

Scholars have conceptualized and measured customer satisfaction in several different ways such as overall satisfaction and relative satisfaction. This paper aims to study if how…

3881

Abstract

Purpose

Scholars have conceptualized and measured customer satisfaction in several different ways such as overall satisfaction and relative satisfaction. This paper aims to study if how one conceptualizes customer satisfaction matters. The authors study if key attributes of customer satisfaction differ in their impact based on how satisfaction is conceptualized. Furthermore, they examine the effects of these alternative measures of satisfaction on word of mouth (WOM).

Design/methodology/approach

The authors conduct three survey studies: at a single independently owned restaurant (n = 248); across restaurants using a national sample of respondents (n = 208); and across apparel retailers using a local sample of respondents (n = 214). The authors analyzed data using iterative seemingly unrelated regression and recursive system of equations with correlated errors.

Findings

The core offering (food quality or merchandise quality) and service influence overall satisfaction about equally; however, influence of the core offering on relative satisfaction is more than that of service. Furthermore, while overall satisfaction influences WOM, relative satisfaction does not. Thus, focusing solely on the core offering to improve relative satisfaction may not be enough. Positive WOM is generated when customers are overall satisfied with the brand which demands both a superior core offering as well as high service. Firms should aim for overall best performance rather than merely better relative performance.

Originality/value

To the best of the authors’ knowledge, this is the first paper to simultaneously study these two alternative measures of customer satisfaction along with their antecedents and influence on WOM.

Details

Journal of Services Marketing, vol. 31 no. 2
Type: Research Article
ISSN: 0887-6045

Keywords

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Article
Publication date: 1 March 2000

Eugene Sivadas and Jamie L. Baker‐Prewitt

Using a national random telephone survey of 542 shoppers, examines the relationship between service quality, customer satisfaction, and store loyalty within the retail department…

45827

Abstract

Using a national random telephone survey of 542 shoppers, examines the relationship between service quality, customer satisfaction, and store loyalty within the retail department store context. Tests two complementary models that examine this interrelationship. Empirically examines the relative attitude construct put forth by Dick and Basu. The results indicate that service quality influences relative attitude and satisfaction with department stores. Satisfaction influences relative attitude, repurchase, and recommendation but has no direct effect on store loyalty. Fostering favorable relative attitude and getting customers to recommend the product or service holds key to fostering store loyalty. Results also indicate support for Oliver’s four‐stage cognitive‐affective‐conative‐action model of loyalty.

Details

International Journal of Retail & Distribution Management, vol. 28 no. 2
Type: Research Article
ISSN: 0959-0552

Keywords

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Article
Publication date: 1 August 2008

Mark S. Johnson, Eugene Sivadas and Ellen Garbarino

This paper aims to examine competing models of the directionality of influences between customer satisfaction, affective commitment, and the customer's perceptions of risk…

10777

Abstract

Purpose

This paper aims to examine competing models of the directionality of influences between customer satisfaction, affective commitment, and the customer's perceptions of risk associated with a service organization. It also aims to include the effects of a customer's prior experience with the organization and experience with other organizations in the service category in the models.

Design/methodology/approach

Structural equation models of data from a survey to customers of a performing arts organization (sample size=401) are used to test the hypotheses.

Findings

The study suggests that commitment has a positive influence on customer satisfaction and diminishes risk perceptions. There is less support for a model in which satisfaction increases commitment and reduces perceived risk.

Originality/value

There has been recent controversy as to whether customer satisfaction leads to customer loyalty. This study provides a different perspective by suggesting that customers with high commitment to an organization use satisfaction surveys to express their loyalty.

Details

Journal of Services Marketing, vol. 22 no. 5
Type: Research Article
ISSN: 0887-6045

Keywords

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Article
Publication date: 1 December 1997

Eugene Sivadas

The past decade has witnessed increased commercial use of data obtained unobtrusively from large‐scale geodemographic (GD) systems. However, consumer researchers have paid little…

3709

Abstract

The past decade has witnessed increased commercial use of data obtained unobtrusively from large‐scale geodemographic (GD) systems. However, consumer researchers have paid little attention to the potential of geodemography. Capitalizes on the fact that geodemography and Warnerian social class are underpinned by the same idea, i.e. that individuals resemble their neighbors, sharing many demographic and social‐status characteristics. Uses data from 675,615 households in 34 leisure and recreation categories to replicate, update, and extend findings in the social class literature. Results indicate that social class shapes lifestyle and recreational choices, and media habits; they also support Coleman’s (1983) income use hypotheses, and Levy’s (1966; 1978) media habit conjectures. Results suggest that a threefold classification of social classes (upper, middle and lower) may be more appropriate for predicting recreational choices than the traditional fivefold classification. Supplementing substantive findings, the study exemplifies how large‐scale, secondary databases can be applied in consumer research and offers suggestions to further refine social class measurement techniques.

Details

Journal of Consumer Marketing, vol. 14 no. 6
Type: Research Article
ISSN: 0736-3761

Keywords

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Article
Publication date: 1 December 2003

Mohamed E. Ibrahim and Ahmed Al Amiri

This paper examined engineers’ satisfaction with services of a building permission unit at a local municipality using a focus group, a questionnaire and follow‐up interviews…

607

Abstract

This paper examined engineers’ satisfaction with services of a building permission unit at a local municipality using a focus group, a questionnaire and follow‐up interviews. Obtained satisfaction indexes are reported. Differences in satisfaction levels were tested using parametric t‐tests and Kruskal‐Wallis non‐parametric tests according to engineer’s specialization, size of office and number of building projects submitted to the building permission unit. The results indicate no significant statistical differences in satisfaction levels based on specialization (civil engineers versus architectural engineers), size of the consulting office, or the number of projects submitted. However, satisfaction indexes were not high. They were about 60 per cent.

Details

Journal of Economic and Administrative Sciences, vol. 19 no. 2
Type: Research Article
ISSN: 2054-6238

Keywords

Available. Content available
Article
Publication date: 21 November 2011

Avinandan Mukherjee

985

Abstract

Details

International Journal of Pharmaceutical and Healthcare Marketing, vol. 5 no. 4
Type: Research Article
ISSN: 1750-6123

Available. Content available
Article
Publication date: 27 November 2007

Avinandan Mukherjee

329

Abstract

Details

International Journal of Pharmaceutical and Healthcare Marketing, vol. 1 no. 4
Type: Research Article
ISSN: 1750-6123

Available. Content available
Article
Publication date: 28 October 2014

Avinandan Mukherjee

1497

Abstract

Details

International Journal of Pharmaceutical and Healthcare Marketing, vol. 8 no. 4
Type: Research Article
ISSN: 1750-6123

Available. Content available
Article
Publication date: 2 November 2015

Avinandan Mukherjee

8615

Abstract

Details

International Journal of Pharmaceutical and Healthcare Marketing, vol. 9 no. 4
Type: Research Article
ISSN: 1750-6123

Available. Content available
Article
Publication date: 23 November 2012

Avinandan Mukherjee

949

Abstract

Details

International Journal of Pharmaceutical and Healthcare Marketing, vol. 6 no. 4
Type: Research Article
ISSN: 1750-6123

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