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Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework

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Cited by:

  1. Shibashish Chakraborty & Kalyan Sengupta, 2009. "A Study on Customer Profiling of Mobile Phone Service Providers in Emerging Markets — Case of Kolkata, India," Management and Labour Studies, XLRI Jamshedpur, School of Business Management & Human Resources, vol. 34(4), pages 488-517, November.
  2. Sik Sumaedi & Tri Rakhmawati, 2017. "The effect of system design type on ISO 9001 implementation outcome: a proposed conceptual framework and future research agenda," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 8(1), pages 219-229, January.
  3. Manuel Trenz & Jan Huntgeburth & Daniel Veit, 2019. "How to Succeed with Cloud Services?," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 61(2), pages 181-194, April.
  4. Wasib B Latif & Md. Aminul Islam & Idris Bin Mohd Noor, 2014. "A Conceptual Framework to Build Brand Loyalty in the Modern Marketing Environment," Journal of Asian Scientific Research, Asian Economic and Social Society, vol. 4(10), pages 547-557, October.
  5. Han, Heesup & Hyun, Sunghyup Sean, 2015. "Customer retention in the medical tourism industry: Impact of quality, satisfaction, trust, and price reasonableness," Tourism Management, Elsevier, vol. 46(C), pages 20-29.
  6. Yu-TeTu Yu-TeTu & Tan-Kui Hsu, 2013. "The Impact of Brand Image and Customer Commitment on Loyalty: An Empirical Study of Automobile Sector," Information Management and Business Review, AMH International, vol. 5(4), pages 181-193.
  7. Ruth N. Bolton & Katherine N. Lemon & Matthew D. Bramlett, 2006. "The Effect of Service Experiences over Time on a Supplier's Retention of Business Customers," Management Science, INFORMS, vol. 52(12), pages 1811-1823, December.
  8. Andreas Herrmann & Michael D. Johnson, 1999. "Die Kundenzufriedenheit als Bestimmungsfaktor der Kundenbindung," Schmalenbach Journal of Business Research, Springer, vol. 51(6), pages 579-598, June.
  9. Savas, Selen, 2016. "Factors affecting donations in U.S. retail stores: A conceptual framework," Journal of Retailing and Consumer Services, Elsevier, vol. 33(C), pages 178-185.
  10. Jonathan D. Bohlmann & José Antonio Rosa & Ruth N. Bolton & William J. Qualls, 2006. "The Effect of Group Interactions on Satisfaction Judgments: Satisfaction Escalation," Marketing Science, INFORMS, vol. 25(4), pages 301-321, July.
  11. Yu-Te Tu & Heng-Chi Chih, 2013. "An Empirical Study of Corporate Brand Image, Customer Perceived Value and Satisfaction on Loyalty in Shoe Industry," Journal of Economics and Behavioral Studies, AMH International, vol. 5(7), pages 469-483.
  12. Fu, Xuemei & Juan, Zhicai, 2017. "Exploring the psychosocial factors associated with public transportation usage and examining the “gendered” difference," Transportation Research Part A: Policy and Practice, Elsevier, vol. 103(C), pages 70-82.
  13. Birgelen, M. van & Ruyter, K. de & Jong, de A. & Wetzels, M., 2001. "Customer evaluations of after-sales service contact modes: An empirical analysis of national culture�s consequences," Working Papers 01.17, Eindhoven Center for Innovation Studies.
  14. Agarwal, Reeti & Mehrotra, Ankit & Misra, Dheeraj, 2022. "Customer happiness as a function of perceived loyalty program benefits - A quantile regression approach," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
  15. Yeung, Matthew C.H. & Ramasamy, Bala & Chen, Junsong & Paliwoda, Stan, 2013. "Customer satisfaction and consumer expenditure in selected European countries," International Journal of Research in Marketing, Elsevier, vol. 30(4), pages 406-416.
  16. Xuemei Fu, 2021. "How habit moderates the commute mode decision process: integration of the theory of planned behavior and latent class choice model," Transportation, Springer, vol. 48(5), pages 2681-2707, October.
  17. Shijie Sun & Ru Chen & Siyuan Qin & Lufan Liu, 2022. "Evaluating the Public Participation Processes in Community Regeneration Using the EPST Model: A Case Study in Nanjing, China," Land, MDPI, vol. 11(9), pages 1-19, August.
  18. Beichen Liang, 2022. "How brand experience, satisfaction, trust, and commitment affect loyalty: a reexamination and reconciliation," Italian Journal of Marketing, Springer, vol. 2022(2), pages 203-231, June.
  19. Deichmann, Uwe & Lall, Somik V., 2007. "Citizen Feedback and Delivery of Urban Services," World Development, Elsevier, vol. 35(4), pages 649-662, April.
  20. Shadi Altarifi & Ibrahim Aqel & Khaled Al Tarawneh, 2016. "The Impact of Market Orientation on Customer Satisfaction of Private Schools in Jordan," International Journal of Business and Management, Canadian Center of Science and Education, vol. 11(9), pages 117-117, August.
  21. Helena Alves & Mário Raposo, 2004. "La medición de la satisfacción en la enseóanza universitaria: El ejemplo de la universidade da beirainterior," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 1(1), pages 73-88, June.
  22. Walczuch, R.M. & Hofmaier, K., 2000. "Measuring customer satisfaction on the Internet," Research Memorandum 051, Maastricht University, Maastricht Research School of Economics of Technology and Organization (METEOR).
  23. Jin, Ying & Su, Meng, 2009. "Recommendation and repurchase intention thresholds: A joint heterogeneity response estimation," International Journal of Research in Marketing, Elsevier, vol. 26(3), pages 245-255.
  24. Mário Raposo & Helena Alves & Paulo Duarte, 2009. "Dimensions of service quality and satisfaction in healthcare: a patient’s satisfaction index," Service Business, Springer;Pan-Pacific Business Association, vol. 3(1), pages 85-100, March.
  25. Chinho Lin & Watcharee Lekhawipat, 2013. "Is Habit Influenced Construct for Online Repurchase Intention?," Diversity, Technology, and Innovation for Operational Competitiveness: Proceedings of the 2013 International Conference on Technology Innovation and Industrial Management,, ToKnowPress.
  26. Morlotti, Chiara & Mantin, Benny & Malighetti, Paolo & Redondi, Renato, 2024. "Price volatility of revenue managed goods: Implications for demand and price elasticity," European Journal of Operational Research, Elsevier, vol. 312(3), pages 1039-1058.
  27. Javier M. Moguerza & Clara Martín-Duque & Juan José Fernández-Muñoz, 2022. "The importance of service quality as an instrument for client customization: a methodological and practical approach within the hotel sector," Quality & Quantity: International Journal of Methodology, Springer, vol. 56(3), pages 1631-1642, June.
  28. Roland T. Rust & Tuck Siong Chung, 2006. "Marketing Models of Service and Relationships," Marketing Science, INFORMS, vol. 25(6), pages 560-580, 11-12.
  29. Katja Gelbrich & Holger Roschk, 2011. "Do complainants appreciate overcompensation? A meta-analysis on the effect of simple compensation vs. overcompensation on post-complaint satisfaction," Marketing Letters, Springer, vol. 22(1), pages 31-47, March.
  30. Evrard, Yves & Aurier, Philippe, 1996. "Identification and validation of the components of the person-object relationship," Journal of Business Research, Elsevier, vol. 37(2), pages 127-134, October.
  31. Roshan Sedhain & S. Shijin, 2023. "Expectations and Stock Market in Nepal," Vision, , vol. 27(5), pages 671-679, November.
  32. Hamed Taherdoost & Mitra Madanchian, 2021. "Empirical Modeling of Customer Satisfaction for E-Services in Cross-Border E-Commerce," Post-Print hal-03741849, HAL.
  33. Mark Ojeme, 2017. "Assessing the Impact of Relationship Length in the SMEs and Bank Association," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 9(5), pages 17-27, October.
  34. Eriksson, Kent & Hadjikhani, Amjad, 2000. "Perceptual product connection in an international context," International Business Review, Elsevier, vol. 9(3), pages 301-320, June.
  35. Zielke, Stephan, 2008. "Exploring asymmetric effects in the formation of retail price satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 15(5), pages 335-347.
  36. Lai, Wen-Tai & Chen, Ching-Fu, 2011. "Behavioral intentions of public transit passengers--The roles of service quality, perceived value, satisfaction and involvement," Transport Policy, Elsevier, vol. 18(2), pages 318-325, March.
  37. Deichmann, Uwe & Lall, Somik V., 2003. "Are you satisfied? citizen feedback and delivery of urban services," Policy Research Working Paper Series 3070, The World Bank.
  38. Neill, Clinton & Zhang, Peilu, . "Payment Plans and Veterinary Services: Do They Reduce the Pain of Pet Owner Payment?," Journal of Agricultural and Resource Economics, Western Agricultural Economics Association, vol. 49(1).
  39. Debanjan Mitra & Peter N. Golder, 2006. "How Does Objective Quality Affect Perceived Quality? Short-Term Effects, Long-Term Effects, and Asymmetries," Marketing Science, INFORMS, vol. 25(3), pages 230-247, 05-06.
  40. Huifeng Pan & Hong-Youl Ha, 2022. "An Empirical Test of Educational Donors’ Satisfaction Levels in Donating for Education before and after the COVID-19 Era," Sustainability, MDPI, vol. 14(19), pages 1-11, October.
  41. Asim Ansari & Kamel Jedidi & Sharan Jagpal, 2000. "A Hierarchical Bayesian Methodology for Treating Heterogeneity in Structural Equation Models," Marketing Science, INFORMS, vol. 19(4), pages 328-347, August.
  42. Guosheng Han & Armigon Akhmedov & Hui Li & Jingjing Yu & William Cannon Hunter, 2020. "An Interpretive Study on Sustainability in the Link between Agriculture and Tourism: Tourist-Stakeholder Satisfaction in Tiantangzhai, China," Sustainability, MDPI, vol. 12(2), pages 1-12, January.
  43. Phimai Nuansi & Piya Ngamcharoenmongkol, 2021. "Proactive Complaint Management: Effects of Customer Voice Initiation on Perceived Justices, Satisfaction, and Negative Word-of-Mouth," SAGE Open, , vol. 11(3), pages 21582440211, September.
  44. Kaung-Hwa Chen & Kuo-Jung Hsieh & Feng-Hsiang Chang & Nai-Chia Chen, 2015. "The Customer Citizenship Behaviors of Food Blog Users," Sustainability, MDPI, vol. 7(9), pages 1-19, September.
  45. Kopalle, Praveen K. & Lehmann, Donald R., 2015. "The Truth Hurts: How Customers May Lose From Honest Advertising," International Journal of Research in Marketing, Elsevier, vol. 32(3), pages 251-262.
  46. Johnson, Michael D. & Herrmann, Andreas & Gustafsson, Anders, 2002. "Comparing customer satisfaction across industries and countries," Journal of Economic Psychology, Elsevier, vol. 23(6), pages 749-769, December.
  47. Yu-Te Tu & Heng-Chi Chih, 2011. "The Effect of Service Quality, Customer Perceived Value and Satisfaction on Loyalty," Journal of Economics and Behavioral Studies, AMH International, vol. 3(3), pages 198-212.
  48. Ghanbarpour, Tohid & Gustafsson, Anders, 2022. "How do corporate social responsibility (CSR) and innovativeness increase financial gains? A customer perspective analysis," Journal of Business Research, Elsevier, vol. 140(C), pages 471-481.
  49. Yu-Te Tu & Yu-Yi Chang, 2011. "Relationships among Service Quality, Customer Satisfaction and Customer Loyalty in Chain Restaurant," Information Management and Business Review, AMH International, vol. 3(5), pages 273-282.
  50. Nguyen Thanh Long & Thanh-Lam Nguyen, 2018. "Sustainable Development of Rural Tourism in An Giang Province, Vietnam," Sustainability, MDPI, vol. 10(4), pages 1-20, March.
  51. Dasgupta, Basab & Narayan, Ambar & Skoufias, Emmanuel, 2009. "Measuring the quality of education and health services : the use of perception data from Indonesia," Policy Research Working Paper Series 5033, The World Bank.
  52. Ming-Lu Wu, 2014. "Cross-border comparative studies of service quality and consumer satisfaction: some empirical results," Eurasian Business Review, Springer;Eurasia Business and Economics Society, vol. 4(1), pages 89-106, June.
  53. Meyer, Tracy, 2008. "Experience-based aspects of shopping attitudes: The roles of norms and loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 15(4), pages 324-333.
  54. Chow, Clement Kong Wing, 2015. "On-time performance, passenger expectations and satisfaction in the Chinese airline industry," Journal of Air Transport Management, Elsevier, vol. 47(C), pages 39-47.
  55. Johnson, Michael D. & Nader, Georg & Fornell, Claes, 1996. "Expectations, perceived performance, and customer satisfaction for a complex service: The case of bank loans," Journal of Economic Psychology, Elsevier, vol. 17(2), pages 163-182, April.
  56. Lo, Ada & Qu, Hailin, 2015. "A theoretical model of the impact of a bundle of determinants on tourists’ visiting and shopping intentions: A case of mainland Chinese tourists," Journal of Retailing and Consumer Services, Elsevier, vol. 22(C), pages 231-243.
  57. Barbara E. Weißenberger, 1998. "Zur Bedeutung von Vertrauensstrategien für den Aufbau und Erhalt von Kundenbindung im Konsumgüterbereich," Schmalenbach Journal of Business Research, Springer, vol. 50(7), pages 614-640, July.
  58. Sumitro Banerjee & Miklos Sarvary, 2009. "How incumbent firms foster consumer expectations, delay launch but still win the markets for next generation products," Quantitative Marketing and Economics (QME), Springer, vol. 7(4), pages 445-481, December.
  59. Jinhong Xie & Steven M. Shugan, 2001. "Electronic Tickets, Smart Cards, and Online Prepayments: When and How to Advance Sell," Marketing Science, INFORMS, vol. 20(3), pages 219-243, June.
  60. Praveen K. Kopalle & Donald R. Lehmann, 2006. "Setting Quality Expectations When Entering a Market: What Should the Promise Be?," Marketing Science, INFORMS, vol. 25(1), pages 8-24, 01-02.
  61. John S. Chen & David C. Croson & Daniel W. Elfenbein & Hart E. Posen, 2018. "The Impact of Learning and Overconfidence on Entrepreneurial Entry and Exit," Organization Science, INFORMS, vol. 29(6), pages 989-1009, December.
  62. Babin, Barry J. & Griffin, Mitch, 1998. "The nature of satisfaction: An updated examination and analysis," Journal of Business Research, Elsevier, vol. 41(2), pages 127-136, February.
  63. Ioannis Ioannou & George Kassinis & Giorgos Papagiannakis, 2023. "The Impact of Perceived Greenwashing on Customer Satisfaction and the Contingent Role of Capability Reputation," Journal of Business Ethics, Springer, vol. 185(2), pages 333-347, June.
  64. Yu-Te Tu & Hsiao-Chien Chang, 2012. "Corporate Brand Image and Customer Satisfaction on Loyalty: An Empirical Study of Starbucks Coffee in Taiwan," Journal of Social and Development Sciences, AMH International, vol. 3(1), pages 24-32.
  65. Sugathan, Praveen & Ranjan, Kumar Rakesh & Mulky, Avinash G., 2017. "Atypical Shifts Post-failure: Influence of Co-creation on Attribution and Future Motivation to Co-create," Journal of Interactive Marketing, Elsevier, vol. 38(C), pages 64-81.
  66. Bobinaite Viktorija & Zuters Jānis, 2016. "Modelling Electricity Price Expectations in a Day-Ahead Market: A Case of Latvia," Economics and Business, Sciendo, vol. 29(1), pages 12-26, August.
  67. Alisa Kazakova & Meerim Karimova & Insin Kim, 2021. "Examining Rapport with Local People, International Students’ Roles through Travel Experience and Sustainable Tourism," Sustainability, MDPI, vol. 13(17), pages 1-15, September.
  68. Dominikus Kleindienst & Daniela Waldmann, 2018. "Between death and life - a formal decision model to decide on customer recovery investments," Electronic Markets, Springer;IIM University of St. Gallen, vol. 28(4), pages 423-435, November.
  69. Homburg, Christian & Allmann, Jan & Klarmann, Martin, 2014. "Internal and external price search in industrial buying: The moderating role of customer satisfaction," Journal of Business Research, Elsevier, vol. 67(8), pages 1581-1588.
  70. Zhang, Qin & Seetharaman, P.B. & Narasimhan, Chakravarthi, 2012. "The Indirect Impact of Price Deals on Households’ Purchase Decisions Through the Formation of Expected Future Prices," Journal of Retailing, Elsevier, vol. 88(1), pages 88-101.
  71. Vesna Babi?-Hodovi? & Maja Arslanagi? & Eldin Mehi?, 2013. "Importance of Internal Marketing for Service Companies Corporate Reputation and Customer Satisfaction," Journal of Business Administration Research, Journal of Business Administration Research, Sciedu Press, vol. 2(1), pages 49-57, April.
  72. Forgas Coll, Santiago & Palau Saumell, Ramon & Sánchez García, Javiér & Garrigos Simon, Fernando J., 2016. "Análise comparativa das atitudes comportamentais de passageiros de cruzeiro norte-americanos e espanhóis," RAE - Revista de Administração de Empresas, FGV-EAESP Escola de Administração de Empresas de São Paulo (Brazil), vol. 56(1), January.
  73. Ahmad Mostafa Abdeltawab & Zakia Obaidalahe, 2020. "The effect of anomalous emotional scenes in children’s movies on future revenues," Eurasian Business Review, Springer;Eurasia Business and Economics Society, vol. 10(3), pages 475-492, September.
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  76. Gyesik Oh & Yoo S. Hong, 2018. "The impact of platform update interval on platform diffusion in a cooperative mobile ecosystem," Journal of Intelligent Manufacturing, Springer, vol. 29(3), pages 549-558, March.
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  79. Matheus Frohlich Marquetto & Nelson Guilherme Machado Pinto & Márcia Zampieri Grohmann & Luciana Flores Battistella, 2017. "Knowing the Fans Behaviour in Relation To Love of Football Clubs Brands," Brazilian Business Review, Fucape Business School, vol. 14(3), pages 272-287, May.
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