The DOI matches its Crossref record; 9 of the 9 references it cites were found in a registry or an index.
The Roles of Price, Performance, and Expectations in Determining Satisfaction in Service Exchanges
Abstract
In this article, the authors examine the roles that price, performance, and expectations play in determining satisfaction in a discrete service exchange. The authors maintain that the price fluctuations common to the many service industries that implement demand-oriented pricing, combined with the inherent heterogeneity of service performance, likely result in price–performance combinations that vary widely. Furthermore, the authors propose that the level of price–performance consistency in a service exchange moderates the relationship between performance expectations and subsequent performance and satisfaction judgments. When price and performance are consistent, expectations have an assimilation effect on performance and satisfaction judgments; when price and performance are inconsistent, expectations have no effect on performance and satisfaction judgments. To examine these issues, the authors develop a contingency model that they estimate using data from a multimedia experimental design. The results generally support the contingency framework and provide empirical support for normative guidelines that call for creating realistic performance expectations and offering money-back service guarantees.
Overview
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Integrity signals
Registry
Cites
Statistics
Verification
Claims the paper makes
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Self-check
Percentages, sums and reported differences re-computed from the paper’s own numbers.
The self-check needs the paper’s full text.
Citations
Cites
Structural equation modeling in practice: A review and recommended two-step approach
Anderson, J. C., & Gerbing, D. W. (1988) · Psychological Bulletin · doi:10.1037/0033-2909.103.3.411 · Cited by 41,941
On the Evaluation of Structural Equation Models
Bagozzi, R. P., & Yi, Y. (1988) · Journal of the Academy of Marketing Science · doi:10.1007/bf02723327 · Cited by 26,163
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
Self-citationA 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
The Behavioral Consequences of Service Quality
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996) · Journal of Marketing · doi:10.2307/1251929 · Cited by 12,003
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
An Investigation into the Determinants of Customer Satisfaction
Churchill, G. A., & Surprenant, C. (1982) · Journal of Marketing Research · doi:10.2307/3151722 · Cited by 2,914
Product/Consumption-Based Affective Responses and Postpurchase Processes
Westbrook, R. A. (1987) · Journal of Marketing Research · doi:10.1177/002224378702400302 · Cited by 2,462
Oliver, R. L., & Swan, J. E. (1989) · Journal of Marketing · doi:10.1177/002224298905300202 · Cited by 2,084
Cited by
Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000) · Journal of Retailing · doi:10.1016/s0022-4359(00)00028-2 · Cited by 6,398
Hedonic and utilitarian motivations for online retail shopping behavior
Childers, T. L., Carr, C. L., Peck, J., & Carson, S. (2001) · Journal of Retailing · doi:10.1016/s0022-4359(01)00056-2 · Cited by 3,219
Baker, J., Parasuraman, A., Grewal, D., & Voss, G. B. (2002) · Journal of Marketing · doi:10.1509/jmkg.66.2.120.18470 · Cited by 2,257
Self-citationAgency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgments
Singh, J., & Sirdeshmukh, D. (2000) · Journal of the Academy of Marketing Science · doi:10.1177/0092070300281014 · Cited by 1,635
The four levels of loyalty and the pivotal role of trust: a study of online service dynamics
Harris, L. C., & Goode, M. M. H. (2004) · Journal of Retailing · doi:10.1016/j.jretai.2004.04.002 · Cited by 1,425
Kim, S., & Park, H. (2013) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2012.11.006 · Cited by 1,037
Determinants of retail patronage: A meta-analytical perspective
Pan, Y., & Zinkhan, G. M. (2006) · Journal of Retailing · doi:10.1016/j.jretai.2005.11.008 · Cited by 732
The role of affective factors on perceived cruise vacation value
Duman, T., & Mattila, A. S. (2005) · Tourism Management · doi:10.1016/j.tourman.2003.11.014 · Cited by 652
Sohn, K., & Kwon, O. (2020) · Telematics and Informatics · doi:10.1016/j.tele.2019.101324 · Cited by 646
The role of communication and trust in explaining customer loyalty: An extension to the ECSI model
Ball, D., Simões Coelho, P., & Machás, A. (2004) · European Journal of Marketing · doi:10.1108/03090560410548979 · Cited by 572
Cheah, J.-H., Sarstedt, M., Ringle, C. M., Ramayah, T., & Ting, H. (2018) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-10-2017-0649 · Cited by 566
Ganguli, S., & Roy, S. K. (2011) · International Journal of Bank Marketing · doi:10.1108/02652321111107648 · Cited by 357
Gaining competitive advantage through customer value oriented management
Huber, F., Herrmann, A., & Morgan, R. E. (2001) · Journal of Consumer Marketing · doi:10.1108/07363760110365796 · Cited by 355
A study on the adoption of IoT smart home service: using Value-based Adoption Model
Kim, Y., Park, Y., & Choi, J. (2017) · Total Quality Management & Business Excellence · doi:10.1080/14783363.2017.1310708 · Cited by 328
Jeong, Y., & Kim, S. (2019) · Asia Pacific Journal of Marketing and Logistics · doi:10.1108/apjml-02-2019-0101 · Cited by 326
Value‐driven Internet shopping: The mental accounting theory perspective
Gupta, S., & Kim, H. (2010) · Psychology & Marketing · doi:10.1002/mar.20317 · Cited by 278
Chen, P.-T., & Hu, H.-H. (2010) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2009.09.006 · Cited by 269
Wang, Y.-S., Yeh, C.-H., & Liao, Y.-W. (2013) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2012.09.004 · Cited by 222
Cross-border electronic commerce: distance effects and express delivery in European union markets
Kim, T. Y., Dekker, R., & Heij, C. (2017) · International Journal of Electronic Commerce · doi:10.1080/10864415.2016.1234283 · Cited by 203
Grewal, D., Hardesty, D. M., & Iyer, G. R. (2004) · Journal of Interactive Marketing · doi:10.1002/dir.20024 · Cited by 201
Self-citationConsumers’ perceptions of the fairness of price-matching refund policies
Kukar-Kinney, M., Xia, L., & Monroe, K. B. (2007) · Journal of Retailing · doi:10.1016/j.jretai.2007.03.005 · Cited by 174
I Have Paid Less Than You! The Emotional and Behavioral Consequences of Advantaged Price Inequality
Gelbrich, K. (2011) · Journal of Retailing · doi:10.1016/j.jretai.2011.03.003 · Cited by 132
Do, Q. H., Kim, T. Y., & Wang, X. (2023) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2022.103165 · Cited by 128
Liao, Y.-K., Wu, W.-Y., Le, T. Q., & Phung, T. T. T. (2022) · Sustainability · doi:10.3390/su14020815 · Cited by 123
Consumers’ willingness to pay for upcycled foods
Bhatt, S., Ye, H., Deutsch, J., Ayaz, H., & Suri, R. (2020) · Food Quality and Preference · doi:10.1016/j.foodqual.2020.104035 · Cited by 112
Is a good deal always fair? Examining the concepts of transaction value and price fairness
Xia, L., & Monroe, K. B. (2010) · Journal of Economic Psychology · doi:10.1016/j.joep.2010.07.001 · Cited by 100
What women want? How contextual product displays influence women’s online shopping behavior
González, E. M., Meyer, J.-H., & Paz Toldos, M. (2021) · Journal of Business Research · doi:10.1016/j.jbusres.2020.10.002 · Cited by 70
Kim, J., Franklin, D., Phillips, M., & Hwang, E. (2020) · Journal of Travel Research · doi:10.1177/0047287519857159 · Cited by 58
Loyalty in e-Tailing: A Conceptual Framework
Grewal, D., Lindsey-Mullikin, J., & Munger, J. (2004) · Journal of Relationship Marketing · doi:10.1300/j366v02n03_03 · Cited by 48
Self-citationA model to evaluate the effects of price fairness perception in online hotel booking
Andrés-Martínez, M.-E., Gómez-Borja, M.-Á., & Mondéjar-Jiménez, J.-A. (2014) · Electronic Commerce Research · doi:10.1007/s10660-014-9137-4 · Cited by 40
Uppercase Premium Effect: The Role of Brand Letter Case in Brand Premiumness
Yu, Y., Zhou, X., Wang, L., & Wang, Q. (2022) · Journal of Retailing · doi:10.1016/j.jretai.2021.03.002 · Cited by 29
Consumers' Interpretations of the Semantic Phrases Found in Reference Price Advertisements
COMPEAU, L. D., LINDSEY‐MULLIKIN, J., GREWAL, D., & PETTY, R. D. (2004) · Journal of Consumer Affairs · doi:10.1111/j.1745-6606.2004.tb00471.x · Cited by 25
Self-citationTudoran, A. A., & Olsen, S. O. (2017) · Journal of Consumer Behaviour · doi:10.1002/cb.1633 · Cited by 13
Metadata
- Authors
- Voss, G. B., Parasuraman, A., & Grewal, D.
- Venue
- Journal of Marketing
- Publisher
- SAGE Publications
- Published
- 1998-10
- Volume
- 62
- Issue
- 4
- Pages
- 46-61
- ISSN
- 0022-2429 (ISSN-L)
- 1547-7185
- OpenAlex
- W2005931066
- Cited by
- 1,108
- References
- 9
- FWCI
- 26.18
- Type
- journal article
- Language
- en
- Open access
- closed
About these checks
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.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
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.
