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.
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Cites
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On the Evaluation of Structural Equation Models
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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
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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
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An Investigation into the Determinants of Customer Satisfaction
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Product/Consumption-Based Affective Responses and Postpurchase Processes
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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
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
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