The DOI matches its Crossref record; 9 of the 9 references it cites were found in a registry or an index.
Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework
Abstract
This article develops and tests alternative models of market-level expectations, perceived product performance, and customer satisfaction. Market performance expectations are argued to be largely rational in nature yet adaptive to changing market conditions. Customer satisfaction is conceptualized as a cumulative construct that is affected by market expectations and performance perceptions in any given period and is affected by past satisfaction from period to period. An empirical study that supports adaptive market expectations and stable market satisfaction using data from the Swedish Customer Satisfaction Barometer is reported.
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Cites
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SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988) · Zenodo · doi:10.5281/zenodo.14579729 · Cited by 21,118
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Oliver, R. L. (1980) · Journal of Marketing Research · doi:10.1177/002224378001700405 · Cited by 14,494
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Cronbach, L. J., & Meehl, P. E. (1955) · Psychological Bulletin · doi:10.1037/h0040957 · Cited by 11,195
A national customer satisfaction barometer: the Swedish experience
Fornell, C. (1992) · Journal of Marketing · doi:10.2307/1252129 · Cited by 5,641
Self-citationThe antecedents and consequences of customer satisfaction for firms
Anderson, E. W., & Sullivan, M. W. (1993) · Marketing Science · doi:10.1287/mksc.12.2.125 · Cited by 4,610
Self-citationFree competition and the optimal amount of fraud
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An Investigation into the Determinants of Customer Satisfaction
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Cited by
The American Customer Satisfaction Index: Nature, Purpose, and Findings
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996) · Journal of Marketing · doi:10.2307/1251898 · Cited by 4,736
Self-citationCustomer Satisfaction and Word of Mouth
Anderson, E. W. (1998) · Journal of Service Research · doi:10.1177/109467059800100102 · Cited by 2,103
Self-citationSmith, A. K., & Bolton, R. N. (1998) · Journal of Service Research · doi:10.1177/109467059800100106 · Cited by 798
Should we delight the customer?
Rust, R. T., & Oliver, R. L. (2000) · Journal of the Academy of Marketing Science · doi:10.1177/0092070300281008 · Cited by 712
A Meta-Analysis of Organizational Complaint Handling and Customer Responses
Gelbrich, K., & Roschk, H. (2011) · Journal of Service Research · doi:10.1177/1094670510387914 · Cited by 481
Metadata
- Authors
- Johnson, M. D., Anderson, E. W., & Fornell, C.
- Venue
- Journal of Consumer Research
- Publisher
- Oxford University Press (OUP)
- Published
- 1995-03
- Volume
- 21
- Issue
- 4
- Pages
- 695
- ISSN
- 0093-5301 (ISSN-L)
- 1537-5277
- OpenAlex
- W2054095862
- Cited by
- 588
- References
- 9
- FWCI
- 15.29
- Type
- journal article
- Language
- en
- Open access
- closed
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- Johnson, M. D., Anderson, E. W., & Fornell, C. (1995). Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework. Journal of Consumer Research. https://doi.org/10.1086/209428
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
