Consumer satisfaction with services: integrating the environment perspective in services marketing into the traditional disconfirmation paradigm

Article Abstract:

A model that integrates Russel's model of affect and the standard satisfaction model in consumer research is proposed. Russell's model of affect, which has two dimensions of arousal and pleasure, has been increasingly utilized as a model for the experiential nature of services. The approach is contrary to much of the researches conducted on consumer behavior which is founded on satisfaction to evaluate consumption experience. A testing of the proposed model revealed the positive effect of confirmation/disconfirmation on pleasure and on satisfaction.

Customer Relations, Models, Affect (Psychology)

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Effects of supplier reliability and benevolence in business marketing

Article Abstract:

Research found that customers felt negative about unreliable suppliers and positive towards reliable ones. Customers are more loyal to reliable suppliers.

Industrial suppliers

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Searching for a consensus on the antecedent role of service quality and satisfaction: an exploratory cross-national study

Article Abstract:

A cross-cultural investigation into the antecedent role of service quality in service customers' behavioural intentions is presented.

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