Antonis Simintiras, Adamantios Diamantopoulos and Judith Ferriday
While the customer satisfaction/dissatisfaction literature is extensive and continually expanding, there has been little focus on pre‐purchase satisfaction of first‐time buyers…
Abstract
While the customer satisfaction/dissatisfaction literature is extensive and continually expanding, there has been little focus on pre‐purchase satisfaction of first‐time buyers and its likely impact on buying behaviour. Applies a field‐based approach to examine and assess the nature of pre‐purchase satisfaction and investigate its impact on first‐time buyer behaviour. Indicates that pre‐purchase satisfaction can be distinguished from anticipated satisfaction and that it helps to predict first‐time purchases. Discusses the implications of the findings and provides directions for further research.
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Dawn Bendall‐Lyon and Thomas L. Powers
This paper reports research on the impact of mass communication and the passage of time on consumer satisfaction and loyalty in a high‐involvement service setting. The study was…
Abstract
This paper reports research on the impact of mass communication and the passage of time on consumer satisfaction and loyalty in a high‐involvement service setting. The study was based on a survey of two groups of individuals. A short‐time lag group consisted of individuals who were surveyed immediately after receiving a service and one year later. A long‐time lag group consisted of individuals who were surveyed immediately after they received a service and two years later. Satisfaction and loyalty decreased from the initial time of the service encounter for both the short‐time and long‐time groups. While satisfaction and loyalty declined over time for both groups, the results revealed no difference in the change in satisfaction between the two groups. In addition, exposure to mass communication did not influence the change in satisfaction and intention to return over time.
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Dennis B. Arnett and Debra A. Laverie
The purpose of this research is to investigate four factors (fan identity salience, satisfaction, attachment, and enduring involvement) to assess their ability to differentiate…
Abstract
The purpose of this research is to investigate four factors (fan identity salience, satisfaction, attachment, and enduring involvement) to assess their ability to differentiate among three types of fans (frequent, moderately frequent, and infrequent attendees). A convenience sample of college fans of a university woman's basketball team is used. The results suggest both identity salience and enduring involvement may be useful as segmentation variables for sports marketers