An Applied Analysis of Buyer Equity Perceptions and Satisfaction with Automobile Salespeople

General measures of buyer equity perceptions and disconfirmation have been shown to influence satisfaction with and intention towards the salesperson. In this article, specific and thus controllable salesperson and customer equity-related behaviors are shown to be related to satisfaction and intention. In addition, while the general public image of salespeople is thought to be poor, the present study found that buyers rated their salesperson favorably. The results have important implications concerning the public's image of salespeople.     

The moderating role of consumer entitlement on the relationship of value with customer satisfaction

This research provides an extension of Oliver's (1980) expectancy disconfirmation model of satisfaction by examining the moderating role of consumer entitlement in the relationships between service quality and perceived value with customer satisfaction. Using a sample of season ticket holders of the National Hockey League franchise in the southeastern USA (n = 234), we found that consumer entitlement moderates the relationship of value with satisfaction, such that the impact of consumer‐perceived service value on satisfaction is mitigated for highly entitled consumers. That is, the positive value–satisfaction relationship is stronger for individuals low in consumer entitlement. This finding suggests that highly entitled consumers' satisfaction judgments are dominated by expectations, while less entitled consumers rely more on disconfirmation assessments. Strengths, limitations, suggestions for future research, and practical implications are offered. Copyright © 2015 John Wiley & Sons, Ltd.     

Justice Perceptions as Predictors of Customer Satisfaction: The Impact of Distributive,Procedural, and Interactional Justice1

This article attempts to extend prior research by testing the effects of justice components (distributive, procedural, and interactional) on customer satisfaction beyond the expectancy disconfirmation paradigm. To this end, two separate field survey studies were conducted. A total of 568 customers were surveyed in 38 hotels and 40 restaurants. The results showed that distributive justice was critical in predicting customer satisfaction, while the influence of procedural and interactional justice was secondary. Justice concepts were also robust against the simultaneous inclusion of disconfirmation and performance in the satisfaction equation. The article concludes with theoretical and managerial implications, as well as opportunities for future research.     

Linking Service Climate and Disconfirmation of Expectations as Predictors of Customer Satisfaction: A Cross‐Level Study1

Research addressing customer satisfaction has not been conducted within an integrated framework. Two approaches have been developed separately with different levels of construct and analysis: organizational behavior and consumer behavior. Our research study provides an initial step in developing integrative strategies with the joint consideration of service climate and disconfirmation of expectations. We link these 2 concepts to customer satisfaction with services, using a cross‐level approach. Data from 105 work units and 1,033 customers confirmed the existence of a dual corridor of relationships, with independent and significant links from disconfirmation and service climate to customer satisfaction. Implications for practice and future research are discussed.     

The moderating effects of purchase importance in customer satisfaction process: An empirical investigation

Customer satisfaction continues to draw the interest of researchers and practitioners because it can lead to long term benefits including customer loyalty. Purchase importance plays a role in pre‐purchase process, yet little is known about how it may influence customer satisfaction formation process and loyalty intentions. This study examines the moderating effect of purchase importance in the customer satisfaction formation process and in loyalty intentions. A survey was conducted with customers in a restaurant setting, and structural equation analysis via LISREL was performed. The results show that perceived performance has a stronger influence on satisfaction when purchase importance is low, whereas satisfaction seems to be influenced both by disconfirmation and perceived performance when purchase importance is high. Post‐consumption expectations were found to influence on loyalty intentions under both high and low importance purchase conditions. The implications of these findings are discussed and suggestions for future research are made. Copyright © 2011 John Wiley & Sons, Ltd.     

On the Practical Significance of Hindsight Bias: The Case of the Expectancy-Disconfirmation Model of Consumer Satisfaction

The implications of the phenomenon of hindsight bias for the expectancy-disconfirmation model of consumer satisfaction are investigated, and the moderating effects of choice (i.e., whether or not a product is selected on the basis of one′s expectations regarding the product′s likely performance) on the incidence of hindsight bias and on the relationships between expectations, performance, disconfirmation, and satisfaction are considered. A study dealing with consumers′ satisfaction with personalized envelopes shows that perceived performance biases people′s recall of their foresight expectations in a systematic way (hindsight bias), that hindsight, rather than foresight, expectations are the more potent influence on disconfirmation and satisfaction, and that choice moderates the degree of hindsight bias and the relationships between satisfaction and its antecedents.     

Personality,cognition, and university students' examination performance

A prospective study explored the relationship between personality traits (as defined by the five factor model), type of motivation (as defined by self‐determination theory), and goal‐specific cognitions (including those specified by the theory of planned behaviour) as antecedents of degree performance amongst undergraduate students. A sample of 125 students completed a questionnaire two to three months before their final examinations. Structural equation modelling was used to explore relationships. Intention and perceived behavioural control explained 32% of the variance in final degree marks, with intention being the strongest predictor. Controlling for theory of planned behaviour variables, anticipated regret, good‐student identity, controlled extrinsic motivation, Conscientiousness, and Openness had direct significant effects on intention. In total, 65% of the variance in intention was explained. The resultant model illustrates how personality traits may affect examination performance by means of mediators such as intention, anticipated regret, student identity, and autonomous intrinsic motivation. Copyright © 2003 John Wiley & Sons, Ltd.     

Augmenting the theory of planned behaviour: Motivation to provide practical assistance and emotional support to parents

Abstract

Surveys indicate that the highest proportion of people receiving informal care are parents (Green, 1988), yet a literature search showed that psychological studies of motivation to care for parents are limited. The present study utilised an augmented model of the theory of planned behaviour (Ajzen, 1985) including measures of anticipated regret and carer self-concept, to examine individuals' motivations to provide practical assistance and emotional support to their parents. Intention to provide emotional support was predicted by the theory of planned behaviour constructs, while intention to provide practical assistance was predicted by subjective norm and perceived behavioural control but not by attitude. Anticipated regret substantially improved prediction of both types of behavioural intention. These findings indicate that providing practical assistance and emotional support are motivated behaviours, governed by both rational and emotional factors, suggesting that future research may benefit from adopting a broader perspective based upon social psychological theory     

On bad decisions and deciding badly: When intention–behavior inconsistency is regrettable

Independent of the valence of the decision outcomes, the quality of the decision process influences the experience of regret, a longitudinal study and two experiments, involving a total of close to 2000 participants, provide systematic evidence that intention–behavior inconsistency, as a prime indicator of a failed decision process, is regret inducing. Moreover, this inconsistency effect is specific to the emotion of regret, mediated by the judged quality of the decision process, independent of the valence of the decision outcomes, and, importantly, disappears when the quality of the decision process is high because inconsistency is justified. This provides new insights into regret’s role in the action sequence, and has implications for decision justification theory, and action/inaction research.     

Identification with the retail organization and customer-perceived employee similarity: Effects on customer spending

Two constructs important to academicians and managers are the degree to which employees and customers identify with an organization, employee organizational identification (employee OI) and customer-company identification (customer identification), respectively. This research examines the effects of these identification constructs and the related construct of customer perceived similarity to employees on customer spending. Via a 1-year multilevel study of 12,047 customers and 1,464 store employees (sales associates) covering 212 stores of a specialty apparel retailer, our study contributes to the literature in 2 critical ways. First, we expand the theoretical network of employee OI and customer identification by examining the related construct of a customer's perceived similarity to store employees. We examine the incremental (not fully mediated) main and interaction effects of customer-perceived similarity to employees and employee OI on customer spending. Second, we examine the effect of customer identification on customer spending relative to the effect of customer satisfaction on customer spending. Thus, our study also contributes by demonstrating a potential complementary route to achieve customer spending (customer identification), a route that may be more readily affected by management than the efforts required for a sustained increase in customer satisfaction. Implications for academics and managers are offered. (PsycINFO Database Record (c) 2012 APA, all rights reserved).     

Expectations and beyond: The nexus of AI instrumentality and brand credibility in voice assistant retention using extended expectation-confirmation model

AI-based voice assistants (AIVA) are capable of interpreting human speech and responding with useful information, aiding with tasks, and controlling other devices. The usage of these AIVAs has grown significantly worldwide. Despite this growth, studies on user behavior related to continued usage intention of AIVAs and effects on the long-term commercial sustainability of brands, remain low. What is less understood is the potential of AI instrumentality attributes and brand credibility components in provoking shifts in post-use behavior of AIVAs. This study proposes a model which expands on the Expectation-Confirmation Model for user continuance behavior of AIVAs, by integrating user's technology related traits, AI instrumentality attributes and brand credibility. To verify the research hypotheses, the study employed partial least square—structural equation modelling, based on 281 validated responses of a survey. This study highlights the significance of Optimism, Innovativeness, and Discomfort for post-adoption confirmation. Higher post-adoption confirmation is strongly associated with perceived intelligence, anthropomorphism, information quality, and system quality. Anthropomorphism and information quality are key factors for brand expertise, while anthropomorphism and system quality are significant for brand trustworthiness. The study confirms that brand expertise and trustworthiness lead to post-use satisfaction and use continuance intention. Understanding the antecedents of satisfaction and continuance intention extends the existing literature on AIVAs and provides valuable insights for academics and practitioners alike. Some implications for researchers and managers are discussed.     

The impact of customer engagement on customer happiness

Previous studies have found relationships between variables that predict happiness and engagement. While this suggests that engagement is a basis for generating customer happiness, the literature does not provide sufficient confirmatory evidence. Thus, the effects of different engagement intensities remain unclear. Focusing on conditions related to the Starbucks brand, this study analyzed how (1) passive and active engagement impacted customer happiness and (2) happiness impacted word of mouth (WOM) and purchase intention. Data were collected through an online survey among 802 Peruvian customers, all of whom were recruited via non-probabilistic sampling. Because two exogenous variables were considered formative (i.e., customer engagement and customer happiness), a partial least-squares structural equation model (PLS-SEM) was used for the analysis. In sum, engagement (both passive and active) significantly and positively impacted customer happiness, which then positively impacted WOM and purchase intention. Given that engagement is associated with variables that are broadly related to happiness, this study makes new contributions by (i) clarifying how customer engagement can generate customer happiness, (ii) identifying differences between active and passive engagement, and (iii) adding evidence for use in the debate on the purpose of marketing and traditional practices such as engagement. As discussed in the paper, these findings have theoretical and practical implications for brand managers.     

LINKING EMPLOYEE PERCEPTIONS OF SERVICE CLIMATE TO CUSTOMER SATISFACTION

Although a common theme in the service quality literature is that organizations must create and maintain a climate for service in order for employees to effectively deliver service, few studies exist that evaluate climate for service components against a criterion of customer satisfaction. The effectiveness of different aspects of a climate for service is evaluated by determining the relationships between service climate components and facets of customer satisfaction, as rated by 538 employees and 7,944 customers across 57 branches of a large bank. All service climate components were significantly related to at least one facet of customer satisfaction (e.g., teller service). Seeking and sharing information about customers' needs and expectations, training in delivering quality service, and rewarding and recognizing excellent service were the practices that were most highly related to satisfaction with service quality.     

Testing an extended theory of planned behavior to predict young people's intentions to join a bone marrow donor registry

An extended theory of planned behavior (TPB) was used to understand the factors, particularly control perceptions and affective reactions, given conflicting findings in previous research, informing younger people's intentions to join a bone marrow registry. Participants (N = 174) completed attitude, subjective norm, perceived behavioral control (PBC), moral norm, anticipated regret, self‐identity, and intention items for registering. The extended TPB (except PBC) explained 67.2% of variance in intention. Further testing is needed as to the volitional nature of registering. Moral norm, anticipated regret, and self‐identity are likely intervention targets for increasing younger people's bone marrow registry participation.     

The Role of Consumption Emotions in the Satisfaction Response

We report 2 studies that served to clarify the role of consumption emotions in the satisfaction response. In the 1st study, we examined the role of consumption emotions within the expectancy‐disconfirmation model of consumer satisfaction and investigated whether consumption emotions are a result of product performance or disconfirmation. The findings show that both positive and negative emotions are primarily a function of product performance and influence satisfaction even when the effects of expectations, performance, and disconfirmation are controlled. In the 2nd study, we proposed and tested an alternative framework for understanding the role of consumption emotions in the satisfaction response for situations in which consumers use more of an experiential perspective to anticipate and experience consumption. According to this model, consumers form affective expectations about how consumption of the product will make them feel, experience positive or negative emotions as a result of these expectations and product consumption, and evaluate the discrepancy between experienced and anticipated emotions. All 3 variables, then, impact satisfaction. The results empirically support many of the relations in the new model of the experiential satisfaction response but also raise several interesting avenues for future research.     

预期性思考、自我调节导向与非计划购买

当消费者对非计划购买产生犹豫时,营销者应如何引导他们的购买行为？本文通过准实验与控制实验的方法探究该问题。研究结果显示：（1）营销者可以通过设计预期欣喜和预期后悔信息提高其非计划购买意向;（2）但是预期性思考的有效性还受到消费者自我调节导向的影响：预期欣喜对提高趋利导向消费者的非计划购买意向较有效,预期后悔对提高避害导向消费者的非计划购买意向较有效;（3）预期欣喜和预期后悔通过影响消费者对购买合理性的判断而影响他们的非计划购买意向。     

Outcome Satisfaction in Negotiation: A Test of Expectancy Disconfirmation

The post-settlement processes that occur after negotiation outcomes are known have not been extensively studied. We propose one such process model of satisfaction using expectancy disconfirmation principles. Based on measurement of profit expectations before a bargaining session, knowledge of the profit outcomes achieved, and comparison operations between the two, analysis of data obtained from 42 negotiators provided evidence for this paradigm in negotiators′ post-settlement cognition. Expectations of one′s performance and profits attained had opposite effects on disconfirmation and later satisfaction judgments. High expectations served to decrease satisfaction and high profit outcomes had the effect of increasing satisfaction via their fully mediated effects through expectancy disconfirmation. Moreover, a negotiator′s willingness to negotiate with the partner again is shown to be primarily a function of satisfaction. Implications of these findings are discussed.     

Using self-generated validity to promote exercise behaviour

Self-generated validity (SGV) refers to the fact that measurement of cognitions can lead to behaviour change. The present research tested to two predictions in relation to SGV: SGV is stronger when supplementing measures of intentions and other components of the Theory of Planned Behaviour (TPB) with measures of anticipated regret; SGV is only stronger when measuring anticipated regret before measuring intentions and other components of the TPB. A total of 576 18-22-year-old students were randomly allocated to complete one of three questionnaires in relation to exercise: (1) TPB questionnaire in relation to exercising in a sports centre (TPB only); (2) TPB questionnaire including anticipated regret questions that appear after intention items and are mixed in with other items (TPB + regret mixed); (3) TPB questionnaire with anticipated regret questions first (TPB + regret first). Past use of the sports centre was also measured by self-report in all conditions. Use of the sports centre 4 and 5 weeks later was measured based on objective records. Hierarchical regression analyses indicated no effect of measuring anticipated regret compared to only measuring TPB variables, but a significant effect of measuring anticipated regret first compared to the other two conditions on sports centre use. This effect persisted after controlling for TPB variables and past behaviour (PB). The effect was moderated by intention strength but not PB. Implications for understanding SGV and behaviour change are discussed.     

Analyzing Additional Variables in the Theory of Reasoned Action

This study examined the convergent, discriminant, and predictive validity of several variables proposed to augment the theory of reasoned action (TRA), using both principal components analysis (PCA)/multiple regression and confirmatory factor analysis (CFA)/structural equation modeling (SEM) among a sample of the UK population regarding their intention to have a child. PCA revealed good convergent and discriminant validity for attitude vs. anticipated regret, subjective norm vs. moral norm vs. social relations, but not for intention vs. desire or perceived behavioral control. Multiple regression analyses showed that the additional variables predicted a significant increment in the variance in intention. CFA, however, showed moderate convergent validity and poor discriminant validity and the structural model comprised the 2 predictors from the TRA only.     

Do Satisfied Employees Satisfy Customers? Support‐Services Staff Morale and Satisfaction Among Public School Administrators,Students, and Parents

Data were obtained from school staff ( N = 1,567) who provided support services to schools in a major metropolitan school district. These data were analyzed in relation to data obtained from 3 customer groups (school administrators, students, and parents) who provided ratings of their satisfaction with services. Several aspects of employee morale (e. g., quality of supervision, teamwork, and goal clarity, along with workgroup service climate) were significantly and positively related to administrator and parent satisfaction, but not to student satisfaction. Relations of employee morale and workgroup service climate to administrator satisfaction and parent satisfaction were moderated by customer contact with employees. Results are discussed in relation to expectations of customers and employees that affect the nature of the service-exchange interaction.