... the overall perceived quality, the impact of perceived quality on re-purchase intention and the mediating roles of price consciousness and customer satisfaction. Findings Consumers’ perception of overall quality includes product- and service-related dimensions. Perceived quality influences re-purchase...

... increase buyers’ perceptions of control and regret, as well as buyers’ postpurchase satisfaction and enjoyment with the purchase. Traditionally, marketplace exchanges have been classified as either fixed price or negotiated. The present research treats marketplace exchanges along a continuum of intention...

...-commerce and the influence of cultural dimensions on complaint intentions. Design/methodology/approach A survey was conducted with 553 customers from Brazil, India and China. A model was proposed and tested using structural equation modeling. Findings Results indicate that satisfaction with service...

...Joanna Phillips Melancon; Mary Jane Gardner; Vassilis Dalakas Purpose The purpose of this study is to explore the antecedents of consumer entitlement among loyal consumers in response to a perceived brand failure, as well as the effect of consumer entitlement on satisfaction and behavioral...

... marketing outcomes, such as overall satisfaction, trust and commitment. Design/methodology/approach Data were collected from 1,093 millennial consumers across three university campuses. Findings Results indicate that gratitude is a mediating mechanism that can explain the relationship between young...

...Steven Leon; Hoon Choi Purpose This study aims to examine how the number of choices consumers have influences provider satisfaction, plan satisfaction and positive word-of-mouth (WOM) in the health insurance industry. Design/methodology/approach Partial least squares (PLS) and structural...

...Yun Jung Lee; Sejin Ha; Zachary Johnson Purpose Flow is an optimal cognitive state that enhances consumer satisfaction. This paper aims to examine the effects of website features (product- and service-related cues) on consumers’ flow experiences and how flow affects satisfaction with e-commerce...

...Beatriz Moliner-Velázquez; María-Eugenia Ruiz-Molina; Teresa Fayos-Gardó Purpose – The purpose of this paper is, first, to analyze the direct effects of the relationship chain “causal attributions and recovery efforts → satisfaction with service recovery → conventional and online word-of-mouth...

...Jason Flores; Arturo Z. Vasquez-Parraga Purpose – This study’s aim is to investigate whether offering a co-production opportunity as a choice or as the only means of service rendering influences customer value creation and satisfaction. This research incorporates two empirically supported sources...

...Amalia Triantafillidou; George Siomkos Purpose – The aim of the present study is to investigate the impact of the different aspects of consumption experience on various post-consumption variables (i.e. satisfaction, nostalgia intensity, word-of-mouth (WOM) communication and behavioural intentions...

...Tilottama Ghosh Chowdhury; Kalpesh Kaushik Desai; Lisa Bolton Purpose – The purpose of this research is to address an important gap in identity research – how does consumer identity affect satisfaction following an unambiguous product experience. Design/methodology/approach – Two...

...Ning Li; William H. Murphy Purpose Built upon brand attitude literature, particularly the cognitive dissonance theory and contrast theory, the authors' conceptual framework aims to explain how prior consumer satisfaction with each alliance partner affects consumer attributions (i.e. credit...

...″> 2.

The relationship between satisfaction and profitability; 3.

Organizing for improvement; 4.

Methods for directing change; 5.

Linking satisfaction to employee compensation; and 6.

Globalizing satisfaction management...