The role of competitive alternatives in the postchoice satisfaction formation process

Article Abstract:

A general model of satisfaction formation is proposed that extends the seminal disconfirmation of expectations model by explicitly incorporating the processing of both chosen and nonchosen alternatives. Using presidential election data, the results show that satisfaction with the nonchoice does remain salient in the determination of overall postchoice satisfaction. Disconfirmation related to either the chosen or the nonchosen alternative influences satisfaction with both the chosen and the nonchosen alternative. Overall, the model suggests that the nonchoice alternative may continue to be relevant in the satisfaction formation process. (Reprinted by permission of the publisher.)

Research, Competition (Economics), Consumer preferences, Customer satisfaction

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A note on marketing and the corporate annual report: 1930-1950

Article Abstract:

During 1930-1950, the purpose and content of corporate annual reports were vigorously debated in the business press. Using these writings as a case file, this research presents evidence that contradicts the received view that the Marketing Era post-dates 1950. The evidence strongly suggests that the reports themselves were marketed. Target audiences were identified and researched, and their needs and desires were respected in content, design, and distribution decisions. Furthermore, the debate over the reports' substantive content suggest that both product/service marketing and social marketing were persuasive before 1950. (Reprinted by permission of the publisher.)

Usage, Marketing, Business reports, Corporation reports, Company reports

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Service quality, trust, specific asset investment, and expertise: direct and indirect effects in a satisfaction-loyalty framework

Article Abstract:

Study of effects of service quality, trust, investment in specific assets, and expertise of employees is presented as part of transaction analysis for companies.

United States, Taiwan, Product quality, Analysis, Investments, Quality management, Organizational effectiveness, Customer service, Consumer confidence, Ability, Support services, Aptitude

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