Relevant bibliographies by topics / Consumer satisfaction/dissatisfaction

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  1. Journal articles

Academic literature on the topic 'Consumer satisfaction/dissatisfaction'

Author: Grafiati
Published: 4 June 2021
Last updated: 1 February 2022

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Journal articles on the topic "Consumer satisfaction/dissatisfaction"

1

Crane, F. G. "Consumer satisfaction/dissatisfaction with professional services." Services Marketing Quarterly 7, no. 2 (1991): 19–25. http://dx.doi.org/10.1080/15332969.1991.9985010.

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2

Crane, F. "Consumer Satisfaction/Dissatisfaction with Professional Services." Journal of Professional Services Marketing 7, no. 2 (1991): 19–25. http://dx.doi.org/10.1300/j090v07n02_03.

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3

Hunt, H. Keith. "Consumer Satisfaction, Dissatisfaction, and Complaining Behavior." Journal of Social Issues 47, no. 1 (1991): 107–17. http://dx.doi.org/10.1111/j.1540-4560.1991.tb01814.x.

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4

Dennis*, Jennifer H., Bridget K. Behe, Thomas J. Page, and Richard A. Spreng. "Understanding Behavioral Consequences of Dissatisfied and Regretful Customers." HortScience 39, no. 4 (2004): 874C—874. http://dx.doi.org/10.21273/hortsci.39.4.874c.

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Michigan State Univ. researchers surveyed 777 gardening consumers in an Internet survey on 24 Sept. 2003 to determine consumer perceptions of satisfaction, dissatisfaction, and regret of three horticultural products: hanging baskets, potted roses, and 1 gallon perennials. Consumer satisfaction has been studied in a horticultural context before, however, to our knowledge this is the first time emotion research, specifically regret, has been applied in a horticultural setting. Regret is an emotion experienced from a negative valenced reaction to an event such as a dead or dying plant. Consumer satisfaction/dissatisfaction is a state of being derived from the expectation and performance of a particular product. Based on work from a doctoral dissertation, the objective was to investigate the behavioral consequences associated when gardening consumers experienced dissatisfaction or regret toward these three products. Questions were asked to pinpoint levels of dissatisfaction and regret and whether they switched from the product based on feelings of dissatisfaction and regret. About 27% (202) of respondents expressed some level of dissatisfaction or regret about the products specified in the survey. Results show regret drives switching behavior and those that experienced regret with their products were more likely to switch. Approximately 10% of gardening consumers switched to another activity outside of gardening because of failure of the plant purchased to perform where as 13.5% switched to another type of plant to remedy the situation. Regret has been shown to strongly influence repurchase behavior based on being an emotion. Results also indicate although dissatisfaction is unfortunate, it does not have the same effect on switching behavior.
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Otieno, Rose. "The role of garment sizing in creation of customer satisfaction: Indications from focus group responses." Journal of Fashion Marketing and Management: An International Journal 4, no. 4 (2000): 325–35. http://dx.doi.org/10.1108/eb022600.

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Meeting sizing needs in today's clothing is an important aspect of customer satisfaction. Based on the critical incident and grounded theory techniques, data from focus groups with parents are analysed to establish consumer satisfaction/dissatisfaction with children's garment sizing. While results revealed that parents were dissatisfied with garment sizing, the study focuses on specific causes of dissatisfaction. The centrality of efficient sizing in creation of consumer satisfaction is underscored.
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Liu, Maggie Wenjing, and Hean Tat Keh. "Consumer delight and outrage: scale development and validation." Journal of Service Theory and Practice 25, no. 6 (2015): 680–99. http://dx.doi.org/10.1108/jstp-08-2014-0178.

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Purpose – The purpose of this paper is to develop and validate measurement scales for consumer delight and outrage. Design/methodology/approach – The paper used both qualitative, survey, and experiment methodology. Findings – First, develop and validate the scale of customer delight, second, conceptualize the construct of customer outrage, as well as develop and validate its scale; third, explore the differential behavioral results of delight vs satisfaction, and outrage vs dissatisfaction; and fourth, further our understanding of the satisfaction-dissatisfaction continuum. Originality/value – While researchers increasingly recognize that delight and outrage are distinct from satisfaction and dissatisfaction, it is important to have scales that differentiate between these constructs. To this end, this paper develops and validates scales to measure consumer delight and outrage, respectively. These scales will be useful to other researchers interested in measuring consumer delight and outrage in various research contexts.
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7

Bui, Bich Huy Hai, Lien Thi Ngoc Vo, and Thuy Ngoc Pham. "Antecedents and consequence of customer satisfaction and dissatisfaction: A study of tourism services." Science and Technology Development Journal 17, no. 2 (2014): 52–62. http://dx.doi.org/10.32508/stdj.v17i2.1335.

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Many recent studies have focused on satisfaction as one of key concepts in consumer behavior while dissatisfaction has received a much lesser attention. In services where failure is inevitable, customer satisfaction and dissatisfaction may be interwoven along the service buying/ using process. This study examines simultaneously the effect of four service attributes on customer satisfaction and dissatisfaction which lead to the word-of-mouth effect. SEM analysis based on a sample of 382 customers of package tour service reveals that staff attitude and failure recovery have positive effects on satisfaction, but not on dissatisfaction. Then, satisfaction, but not dissatisfaction has a positive impact on word-of-mouth. A negative correlation has also been found between satisfaction and dissatisfaction. Discussions and implications are presented along these statistical results.
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8

Zinkhan, George M., and Melanie Wallendorf. "Service set similarities in patterns of consumer satisfaction/dissatisfaction." International Journal of Research in Marketing 2, no. 3 (1985): 227–35. http://dx.doi.org/10.1016/0167-8116(85)90015-1.

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9

Hilary Chinedu, Anyanwu, Sharifah Azizah Haron, Syuhaily Osman, and Hilary Faith Hayatu. "Dissatisfaction and Profile of Dissatisfied Consumers: A Case Study of Mobile Telecommunication Network Consumers in Nigeria." International Journal of Business and Management 15, no. 5 (2020): 155. http://dx.doi.org/10.5539/ijbm.v15n5p155.

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This research paper examined the dissatisfaction of Mobile telecommunication network (MTN) consumers in Nigeria. The researchers used expectancy disconfirmation theory (EDT) to argue that with high and prolonged consumer dissatisfaction, educated MTN consumers are prone to exit their service chain for other telecom companies. Contrary to MTN’s promises upon entry into the Nigerian telecom market, its consumers have been groaning against substandard services offered to them by MTN. Adequate supply, stability, and maintenance/hitch free services lead to consumer satisfaction, while deficiency of the stated factors aggravates consumers, thus consumer dissatisfaction. This quantitative research utilized a cross-sectional design and adopted a stratified sampling technique to incorporate 385 MTN consumers in Lagos, Nigeria. IBM SPSS version 22 was used for the data analysis. The data set consisted of 58.2% males and 41.8% females. Descriptive statistics found that 43.9% of MTN consumers were highly dissatisfied while 56.1% were lowly dissatisfied. A Chi-square test revealed that only educational level is significantly associated with dissatisfaction among the six selected background variables. Also, logistic regression showed age, educational level, and religion as significant predictors of high dissatisfaction among consumers. Educated consumers tend to sensitize service outcomes more than uneducated ones as a result of their wealth of information. Older (aged) and religious consumers will also evaluate marketing episode critically more than younger and non-religious ones. Results further imply that consumers’ educational level is a catalyst of expectancy disconfirmation theory in service sectors. MTN or similar commercial enterprises should focus on the causes of dissatisfaction and strategize on how to ameliorate the dissatisfaction level among their consumers. Firms should embark on promotional offers and other stimuli activities to regain their consumers’ trust and loyalty; hence, it will extend their market share and dominance.
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10

Jevtić, Jelena, Slavica Tomić, and Ksenija Leković. "Customer experience in the tourism industry: Determinants influencing complaint behaviour." Menadzment u hotelijerstvu i turizmu 8, no. 2 (2020): 25–33. http://dx.doi.org/10.5937/menhottur2002025j.

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The customer service experience with a specific travel agency is a kind of moment of truth. Customer satisfaction is the outcome they have experienced when service performance met expectations. Contrary to satisfaction, consumers may experience dissatisfaction with the provided service. One of the responses to dissatisfaction is a consumer complaint. Apart from feeling satisfaction or dissatisfaction with the provided service, consumers may also be satisfied or unsatisfied with the complaint process. The aim of this paper is to identify differences in the determinants of complaint behavior (tendency to file a complaint, justice of interaction, perception of fairness, satisfaction with the complaint handling process and loyalty) between female and male respondents. Field research was conducted meaning that the primary data were collected through a survey. The paper presents the respondents' assessments of the set statements regarding experiences during the complaint process. To meet the research objectives, the Mann-Whitney U test was applied, which is used to examine the differences between the two independent groups as a nonparametric alternative to the t-test of independent samples.
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