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Cited by 2,084Customer Service Quality and LoyaltyEmployee Performance and MotivationJob Satisfaction and Organizational Behavior

The DOI matches its Crossref record; 51 of the 51 references it cites were found in a registry or an index.

Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach

Oliver, Richard L., Swan, John E.·1989·Journal of Marketing
DOI 10.1177/002224298905300202
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Abstract

Automobile purchasers were surveyed about feelings toward their inputs to and outcomes from the sales transaction, as well as their perceptions of the inputs and outcomes of the salesperson. Structural equation modeling with maximum likelihood estimation shows two concepts advanced in the equity literature, fairness and preference (advantageous inequity), to be related differentially to input and outcome judgments. No necessary symmetry is observed between the weights attached to inputs and outcomes or between those attached to self and salesperson. When framed in a larger perspective involving satisfaction with the salesperson, the fairness dimension mediates the effect of inputs and outcomes on satisfaction whereas preference does not. The fairness influence is robust against the simultaneous inclusion of disconfirmation in the satisfaction equation. Satisfaction, in turn, is related strongly to the consumer's intention cognitions. The findings suggest that the retail sales transaction may differ in substantive ways from the subject-peer and worker-coworker comparisons in other disciplines and that models of interpersonal satisfaction in the sales transaction should include the mediating effect of the fairness dimension of equity. The managerial implications of these findings are discussed.

Overview

Integrity signals

Registry

Crossref · 10.1177/002224298905300202

Cites

51 of 51 references verified0 citation errors · 0 not checkable

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Verification

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Claims other papers make about this one

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Citations

Cites

Show all 46 references

Research works printed but not linked: 12

  1. Berger Joseph, 1977, Status Characteristics in Social Interaction: An Expectation States Approach.
  2. Cook Karen S., 1983, Equity Theory: Psychological and Sociological Perspectives, 95
  3. Fishbein Martin, 1975, Belief, Attitude, Intention and Behavior.
  4. Fisk Raymond P., 1982, Conceptual and Empirical Contributions to Consumer Satisfaction and Complaining Behavior, 9
  5. Harris Richard J., 1983, Equity Theory: Psychological and Sociological Perspectives, 207
  6. Huppertz John W., 1979, New Dimensions of Consumer Satisfaction and Complaining Behavior, 140
  7. Jöreskog Karl G., 1984, LISREL VI: Analysis of Linear Structural Relationships by Maximum Likelihood, Instrumental Variables, and Least Square Methods.
  8. Messick David M., 1983, Equity Theory: Psychological and Sociological Perspectives, 61
  9. Mowen John C., 1983, International Fare in Consumer Satisfaction and Complaining Behavior, 57
  10. Oliver Richard L., 1981, Journal of Retailing, 57, 25
  11. Swan John E., 1981, Journal of Retailing, 57, 49
  12. Westbrook Robert A., 1981, Advances in Consumer Research, 8, 94

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Metadata

Authors
Oliver, R. L., & Swan, J. E.
Affiliations
  • University of Pennsylvania (US)
  • University of Alabama (US)
Venue
Journal of Marketing
Publisher
SAGE Publications
Published
1989-04
Volume
53
Issue
2
Pages
21-35
ISSN
  • 0022-2429 (ISSN-L)
  • 1547-7185
DOI
10.1177/002224298905300202
OpenAlex
W2327975117
Cited by
2,084
References
46
Citations by year
2026: 27 · 2025: 33 · 2024: 37 · 2023: 54 · 2022: 67 · 2021: 103 · 2020: 78 · 2019: 83 · 2018: 82 · 2017: 110 · 2016: 87 · 2015: 122 · 2014: 96 · 2013: 97 · 2012: 103
FWCI
12.96
Type
journal article
Language
en
Open access
closed
Licence
journals.sagepub.com/page/policies/text-and-data-mining-license (tdm)
Locations
Journal of Marketing (publishedVersion)
Topics
  • Social Sciences › Business, Management and Accounting › Marketing › Customer Service Quality and Loyalty
  • Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Employee Performance and Motivation
  • Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Job Satisfaction and Organizational Behavior
Keywords
fairness, customer satisfaction, salespeople, car buying, sales transaction data, self-other comparison, disconfirmation, purchase intention, retail sales

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Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.

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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.