The DOI matches its Crossref record; 1 of the 1 references it cites were found in a registry or an index.
An Experimental Study of Customer Effort, Expectation, and Satisfaction
Abstract
Results of a laboratory experiment indicate that customer satisfaction with a product is influenced by the effort expended to acquire the product, and the expectations concerning the product. Specifically, the experiment suggests that satisfaction with the product may be higher when customers expend considerable effort to obtain the product than when they use only modest effort. This finding is opposed to usual notions of marketing efficiency and customer convenience. The research also suggests that customer satisfaction is lower when the product does not come up to expectations than when the product meets expectations.
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Citations
Cites
A Theory of Cognitive Dissonance
Festinger, L. (1957) · doi:10.1515/9781503620766 · Cited by 24,241 · cited 1×
“dissonance [4]1 might lead one to predict the opposite effect.”
Research works printed but not linked: 5
- 10.1037/h0041006 · DOI · Paper page
- 10.1037/11622-000 · DOI · Paper page
- Cardozo Richard N., 1964, Proceedings, Educators Conference, American Marketing Association
- 10.1037/h0040013 · DOI · Paper page
- 10.1037/h0047881 · DOI
Cited by
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
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
The 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
Oliver, R. L. (1977) · Journal of Applied Psychology · doi:10.1037/0021-9010.62.4.480 · Cited by 1,770
Metadata
- Authors
- Cardozo, R. N.
- Venue
- Journal of Marketing Research
- Publisher
- SAGE Publications
- Published
- 1965-08
- Volume
- 2
- Issue
- 3
- Pages
- 244-249
- ISSN
- 0022-2437 (ISSN-L)
- 1547-7193
- OpenAlex
- W2312795932
- Cited by
- 1,178
- References
- 1
- FWCI
- 5.92
- Type
- journal article
- Language
- en
- Open access
- closed
- Licence
- journals.sagepub.com/page/policies/text-and-data-mining-license (tdm)
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- The paper
- Cardozo, R. N. (1965). An Experimental Study of Customer Effort, Expectation, and Satisfaction. Journal of Marketing Research. https://doi.org/10.1177/002224376500200303
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.
