Product quality expectations: Towards an understanding of their antecedents and consequences

This paper examines the role of product quality expectations. Past research on information cues, scarcity, self-congruity, product quality and satisfaction are synthesized to develop a conceptual model. This model examines how consumer expectations of product quality are formed. A number of antecedent factors and their relationship to consumers' product quality expectations are discussed. How consumer expectations of quality affects their product evaluation both during the pre-purchase stage and during the post-purchase stage are discussed. A number of theoretical propositions are presented. Finally, the implications of the conceptual model are discussed.This report was funded by a research grant from the University of Miami Institute for the Study of Quality and a McLamore Research Award. The author acknowledges the helpful comments of M. Joseph Sirgy, Jerry Gotlieb, Howard Marmorstein, Dan Sarel, Howard Gitlow, Arun Sharma, Diana Grewal and theJournal of Business and Psychology reviewers.     

Does an iPod make you happy? An exploration of the effects of iPod ownership on life satisfaction

The Apple iPod is currently the undisputed leading product in the global MP3 player market. This competitive advantage is due to the design, high functionality, and perhaps most importantly, the ‘cool factor’ which Apple has managed to obtain with its products. This study explores if owning an iPod (as opposed to another brand of MP3 player) makes a difference in the perception of general life satisfaction. Using Diener et al.'s generic satisfaction with life scale (SWLS) to measure the dependent variable life satisfaction, a model with the key concepts usage, benefits, peer influence, design, iPod phenomenon, and iPod bubble has been developed and tested in a variety of ways, including regression analysis. The sample consisted of a multinational sample of 240+ young adults, aged 18–35 years. The demographic profiles of iPod and non‐iPod owners were very similar, but for iPod owners, 23 per cent of the variance in overall life satisfaction is explained by the key concepts used in this research. Key influencing variables for iPod owners are peer influence and design. For non‐iPod owners, the amount of variance explained by the independent variables was negligible. iPod owners also considered their MP3 players to be much ‘cooler’ than did non‐iPod owners. This article considers the managerial implications of these findings for Apple and for competing brands. The social implications of these findings and their significance are also discussed, and several potential areas for further research are highlighted. Copyright © 2012 John Wiley & Sons, Ltd.     

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.     

The event reconstruction method: An efficient measure of experience‐based job satisfaction

Job satisfaction is predominantly measured as global attitudinal judgment which requires employees to summarize their experiences across different job situations. In contrast, experience‐based measures assess momentary thoughts and feelings of the employees in specific job situations. This paper introduces the event reconstruction method (ERM) as an efficient measure of experience‐based job satisfaction that is less invasive and less time consuming compared with traditional experience sampling methods. An initial validation study is reported with N=193 employees from a German wholesale company. As expected, job satisfaction measured with the ERM was different from attitudinal job satisfaction. Also, consistent with expectations, experience‐based job satisfaction was a better predictor of self‐reported helping behaviour, whereas attitudinal job satisfaction was a better predictor of turnover intentions. Finally, comparing the ERM results with the results of a similar study using a traditional experience sampling method ( Fisher, 2002 ) revealed very similar patterns.     

Ridge structural equation modelling with correlation matrices for ordinal and continuous data

This paper develops a ridge procedure for structural equation modelling (SEM) with ordinal and continuous data by modelling the polychoric/polyserial/product‐moment correlation matrix R . Rather than directly fitting R , the procedure fits a structural model to R _a= R +a I by minimizing the normal distribution‐based discrepancy function, where a > 0. Statistical properties of the parameter estimates are obtained. Four statistics for overall model evaluation are proposed. Empirical results indicate that the ridge procedure for SEM with ordinal data has better convergence rate, smaller bias, smaller mean square error, and better overall model evaluation than the widely used maximum likelihood procedure.     

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.     

Work Alienation as an Individual‐Difference Construct for Predicting Workplace Adjustment: A Test in Two Samples1

This study represents the first attempt to examine the validity of work alienation as a general attitude toward the work domain. As hypothesized, hierarchical regression analyses of data from 2 employee samples (n= 99 and n= 250) indicated that work alienation explained incremental variance in selected workplace adjustment variables (i. e., job involvement, affective organizational commitment, affective occupational commitment, overall job satisfaction, and volitional absence) beyond the variance accounted for by work conscientiousness (i. e., dependability and achievement orientation) and by variables used to control for sources of self‐report variance (i. e., self‐deception and negative affectivity). These results support the legitimacy of work alienation as an individual‐difference construct associated with work‐related adjustment.     

Met expectations and the wellbeing of diaspora immigrants: A longitudinal study

Previous research has pointed to the importance of expectations for the adaptation of immigrants. However, most studies have been methodologically retrospective with only limited possibilities to show the optimal relationship between migrants’ expectations and actual acculturation experiences for their wellbeing and other aspects of psychological adaptation. Moreover, previous research has been conducted mostly among sojourners and students. This longitudinal study focused on the relationship between premigration expectations and postmigration experiences of diaspora immigrants from Russia to Finland (N = 153). We examined how the fulfillment of premigration expectations in social (i.e., family relations, friendships, and free time) and economic (i.e., occupational position, working conditions, and economic and career situation) domains affects immigrants’ wellbeing (i.e., satisfaction with life and general mood) after migration. Three alternative models of expectation confirmation (i.e., disconfirmation model, ideal point model, and the importance of experiences only) derived from previous organizational psychological research were tested with polynomial regression and response surface analysis. In the economic domain, immigrants’ expectations, experiences, and their interrelationship did not affect wellbeing in the postmigration stage. However, in the social domain, the more expectations were exceeded by actual experiences, the better were life satisfaction and the general mood of immigrants. The results underline the importance of social relationships and the context‐dependent nature of immigrants’ wellbeing. Interventions in the preacculturation stage should create positive but realistic expectations for diaspora immigrants and other groups of voluntary (re)migrants. Furthermore, policies concerning the postmigration stage should facilitate the fulfillment of these expectations and support the social adaptation of immigrants.     

The quality and effectiveness of confirmation classes in Finland

Every year some 90% of 15‐year‐olds in Finland attend confirmation classes in the Evangelical Lutheran Church of Finland, which is greater than the percentage of that age group belonging to the Church. What is behind the popularity of Finnish confirmation classes? This article scrutinizes the quality and effectiveness of confirmation classes. Classes and their quality are approached from three angles: (1) equivalence of confirmation expectations and experiences; (2) participants’ satisfaction; 3) effectiveness of confirmation classes. As its theoretical basis the study leans on the quality of service thinking typically used in market research. The study is based on questionnaire data gathered from young people (n = 1109–1322) before and after participating in confirmation classes. Response rates were 90 and 76%. The findings of the study show that there is no contradiction between the three perspectives of the quality of confirmation classes: those classes for which satisfaction was reported and in which expectations and experiences were fulfilled or exceeded were also those which had the most positive effects on attitudes to Christianity.     

A theoretical exploration and model of consumer expectations,post‐purchase affective states and affective behaviour

Through a detailed review of the service quality and (dis)satisfaction literatures, this paper presents a theoretical model exploring the interrelationship between expectations, affective post‐purchase states and affective behaviour. Drawing together a comprehensive hierarchy of expectations culled from the service quality literature, the authors seek to apply levels of expectation to specific post‐purchase affective states and affective behaviour. The authors argue that consumers have two types of expectation that influence post‐purchase affective states: the core or predictive ‘will be’ expectation; and peripheral expectations—that can range from the ideal standard to the minimum tolerable level. By applying the levels‐of‐expectation approach to the expectation‐disconfirmation paradigm, the authors argue that there are four types of post‐purchase affective states: delight, satisfaction (or positive indifference), acceptance (or negative indifference) and dissatisfaction. These four states may lead onto affective action—ie varying degrees of complaining or complimenting behaviour. The paper presents 11 propositions relating to expectations and their interrelationship with post‐purchase affective states and subsequent consumer behaviour, with the aim of stimulating further scholarly enquiry. The managerial implications of the analysis are also considered. Copyright © 2003 Henry Stewart Publications.     

Coping Resources, Perceived Stress, and Life Satisfaction Among Turkish and American University Students

This study investigated coping resources (Coping Resources Inventory for Stress), perceived stress (Perceived Stress Scale), and life satisfaction (Satisfaction with Life Scale) among American and Turkish university students. Results support the use of transactional stress constructs in studying life satisfaction with students in both countries. American and Turkish students did not differ significantly in regard to perceived stress, life satisfaction, or an overall measure of coping resources; however, they did differ significantly regarding specific coping resources. Variables entering regression models for predicting life satisfaction differed for students in the two countries and for the sexes within countries, and these models accounted for between 30% and 62% of variance. Social support and a sense of financial freedom were particularly useful in predicting life satisfaction. Coping resources accounted for 54% of variance in perceived stress. There were significant sex differences for both countries, generally favoring males, in regard to specific coping resources.     

Affective Forecasting: Predicting and Experiencing Satisfaction With Public Transportation1

Affective forecasting in public transport was investigated in 2 studies. Study 1 revealed differences in satisfaction between users (n = 870) and non‐users (n = 137). Users were more satisfied than were non‐users with regard to reliability and safety, as well as with regard to overall satisfaction. It was also found that non‐users mispredicted their satisfaction with public transport. Study 2 revealed that habitual car users (n = 106) reported greater satisfaction after using public transport for 1 month than they had predicted initially, which provided additional support for the hypothesis that habitual car users would mispredict their satisfaction with public transport. Satisfaction with public transport also increased in comparison with a random sample of car users (n = 63).     

Environments as reinforcer systems in the study of job satisfaction

This paper examined differences in the degree to which fifteen specific sources of job satisfaction were related to and predictive of the overall satisfaction of department chairmen in the six model environments proposed by Holland (1973). The fifteen specific sources of job satisfaction were regressed on overall satisfaction, separately for chairmen in each environment, through the use of incremental stepwise multiple regression procedures. The results indicated that the overall satisfaction of chairmen in these six environments was differentially related to unique weightings and combinations of the fifteen predictor variables. It was concluded that environments, composed of essentially similar groups of people in different organizations, serve as job satisfaction reinforcer systems in a manner similar to organizations as illustrated by Dawis.     

Social Cognitive Theory as a Framework to Explain Intentions to Practice Healthy Eating Behaviors1

Our focus in this study was the observed gap between informed awareness and the intention to act. We used elements of social cognitive theory to develop a theoretical model of six psychosocial factors hypothesized to influence the intention to adopt healthy eating behaviors. Survey data from 490 white-collar employees were analyzed using a Linear Structural Relations (LISREL) program and a stacked model. The overall fit of the model to one half of the data was excellent, x² (6, 237) = 3.79, p= 0.71, and the model was successfully replicated with the second half of the data x² (28, 249) = 28.68, p= 0.43. Our model suggests that self-efficacy expectations (a) partially depend on the perceived likelihood of an outcome; (b) act as a conduit for the effects of media, disincentives, and outcome expectancy; and (c) have powerful direct influences on intentions. As expected, outcome expectancy adds little to the prediction of intentions.     

Masculinity, Femininity, and Marital Satisfaction: An Examination of Theoretical Models

ABSTRACT This study sought to investigate the relationship between masculinity, femininity, and marital satisfaction. A number of polynomial multiple regression analyses were performed in an effort to determine the validity of six theoretical models linking sex roles to marital satisfaction. These are the femininity model, masculinity model, sex-typed model, additive androgynous model, interactive androgynous model, and curvilinear model. The sample was composed of 117 couples who completed the Bem Sex-Role Inventory (Bem, 1974) and the Dyadic Adjustment Scale (Spanier, 1976). For men, the results showed that marital satisfaction was related to (a) their self-described levels of femininity and masculinity, (b) the level of self-described femininity of their wives, and (c) the presence of feminine qualities as well as a limited optimal level of masculine qualities which they perceived in their wives. For women, marital satisfaction was associated with (a) the number of self-described feminine qualities and (b) the level of masculinity, as well as an optimal level of femininity, which they perceived in their husbands. Further-more, small actual-ideal discrepancies in levels of masculinity and femininity ascribed to partners constituted reliable predictors of marital satisfaction for both men and women.     

Predicting the Performance of Dental Hygiene Behaviors: An Examination of the Fishbein and Ajzen Model and Self-Efficacy Expectations1

This study examined the value of the Fishbein and Ajzen model of behavioral intentions and Bandura's concept of self-efficacy expectations as prospective predictors of the dental hygiene behaviors of young adults. All participants (73 males and 58 females) completed self-report measures of the predictor variables and 60% of that group (N = 77) then recorded brushing and flossing behaviors over a four-week period. The Fishbein and Ajzen model accounted for a significant proportion of the variance in intentions to brush (R²= .32) and intentions to floss (R²= .30). Intentions were in turn related to self-monitoring records of brushing and flossing frequency (rs= .52 and .61). Introducing self-efficacy expectations into the Fishbein and Ajzen model failed to improve the prediction of brushing and flossing frequency. However, self-efficacy was predictive of behavioral intentions, adding significantly to the variance accounted for by the attitudinal and subjective norm components of the Fishbein and Ajzen model. These data suggest that self-efficacy expectations are important in understanding protective health behaviors and that the inclusion of a self-efficacy component in the Fishbein and Ajzen model deserves consideration.     

Commitment in relationships: An updated meta‐analysis of the Investment Model

This article provides a systematic review and updated meta‐analysis of the extant literature on Rusbult's Investment Model of Commitment. This meta‐analysis aimed to determine the strength of the associations between commitment and its antecedents and to investigate potential moderators of these associations. This meta‐analysis included 50,427 participants from 202 independent samples (collected between 1980 and early 2016) that had examined the intercorrelations between satisfaction, investment size, quality of alternatives, and commitment. Across all studies, satisfaction had the largest aggregate association with commitment (r = 0.65), followed by investments (r = 0.53) and quality of alternatives (r = ?0.43). Several significant moderators of the relationships between the antecedents and commitment were also identified. Implications and future research directions are discussed.     

Anorexia nervosa: treatment satisfaction

Patient satisfaction plays a central role in treatment alliance and outcome. Investigating patient expectations and experiences of treatment sheds light on its importance. This study examines adolescent anorexia nervosa patients and their parents' satisfaction with family‐based treatment. Patients and parents answered a questionnaire at the eighteen‐month follow‐up focusing on expectations and experiences of treatment, therapists, aims of treatment and accomplishment. The results show that 73 per cent of the patients and 83 per cent of the parents felt that their pre‐treatment expectations had been fulfilled. The majority agreed that individual patient sessions and parental sessions were of great help, while the patients valued family therapy sessions as being less helpful than did parents. In overall terms, parents were more pleased with the therapists than were the patients. These data suggest that family‐based treatment with individual sessions for patients, in parallel with parental sessions combined with family sessions, corresponds well to patients' and parents' treatment expectations.     

How Does Residents’ Satisfaction with Community Services Influence Quality of Life (QOL) Outcomes?

Grzeskowiak et al. [Journal of Regional Analysis and Policy 33(2):1–36, 2003] conducted a study that empirically tested a model that integrates the relationships among determinants and outcomes of residents’ satisfaction with community services. We build on their model in attempt to explain how residents’ satisfaction with community services influence satisfaction with the community at large (community well-being) and satisfaction with life (quality of life). Specifically, we hypothesized and empirically demonstrated for the most part that satisfaction with a variety of community services (e.g., services related to housing, education, government, healthcare, employment, religion, public safety, retailing, transportation, and leisure) affect satisfaction with the community and life overall through satisfaction in a variety of life domains (e.g., family, social, leisure, health, financial, cultural, consumer, work, spiritual, and environmental domains).     

Unrealistic beliefs of clinical couples: Their relationship to expectations,goals and satisfaction

Abstract

Forty-seven marital therapy couples completed inventories measuring unrealistic beliefs about self and unrealistic beliefs about marital relationships. In addition, they completed questionnaire measures of their expectations and goals for therapy and their levels of marital satisfaction. As hypothesized, the clients' unrealistic beliefs, particularly those regarding relationships, were negatively associated with their estimated chance for improvement in therapy, desire to improve rather than terminate the relationship, preference for marital versus individually oriented treatment, and overall marital satisfaction. These results are consistent with the theoretical rationale for cognitive therapy with clinical couples and suggest specific targets for intervention in this process. Directions for future research are discussed.