Consumer satisfaction and perceived quality: Complementary or divergent constructs?

Abstract

Conflicting models exist in the literature of the process through which perceived quality and/or satisfaction affect behavioral intentions. Further, virtually no theoretical framework has been explicitly developed to help combine perceived-quality models with satisfaction models. this article applies a theoretical framework to help build a model that attempts to explain the relationships among disconfirmation of expectations, perceived quality, satisfaction, perceived situational control, and behavioral intentions. The study compares the ability of two models to help explain the relationship among these variables.

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   Cronin, J.Joseph, Brady, Michael K, Hult, G.Tomas M · 2000 · Journal of Retailing
2. SERVICE WITH A SMILE: EMOTIONAL CONTAGION IN THE SERVICE ENCOUNTER.
   Pugh, S. D. · 2001 · Academy of Management Journal
3. Transaction-specific satisfaction and overall satisfaction: An empirical analysis
   Jones, Michael A., Suh, Jaebeom · 2000 · Journal of Services Marketing
4. Service with A Smile and Encounter Satisfaction: Emotional Contagion and Appraisal Mechanisms
   Barger, Patricia B., Grandey, Alicia A. · 2006 · Academy of Management Journal
5. Mechanisms linking employee affective delivery and customer behavioral intentions.
   Tsai, Wei-Chi, Huang, Yin-Mei · 2002 · Journal of Applied Psychology

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