Product and service quality: The antecedents of customer loyalty in the automotive industry

Production and Operations Management

Volumn 10, Issue 4, 2001, Pages 424-439

  Devaraj, Sarv ^a   Matta, Khalil F ^a   Conlon, Edward ^a  

^a UNIVERSITY OF NOTRE DAME   (United States)

Author keywords

Automotive Industry; Customer Loyalty; Product Quality; Service Quality

Indexed keywords

EID: 0013251851     PISSN: 10591478     EISSN: None     Source Type: Journal    
DOI: 10.1111/j.1937-5956.2001.tb00085.x     Document Type: Article

References (54)

1. AAKER, D. A. AND R. JACOBSON (1994), "The Financial Information Content of Perceived Quality, " Journal of Marketing Research, 31, 2, 191-201.
2. AKERLOG, G. A. (1970), "The Market for Lemons: Quality, Uncertainty and the Market Mechanism, " Quarterly Journal of Economics, 84, 3, 488-500.
3. ANDERSON, E. AND M. SULLIVAN (1993), "The Antecedents and Consequences of Customer Satisfaction for Firms, " Marketing Science, 12, 2, 125-143.
4. ANDERSON, E. W. (1994), "Cross-Category Variation in Customer Satisfaction and Retention, " Marketing Letters, 5, 1, 19-30.
5. _, C. FORNELL, AND D. R. LEHMANN (1994), "Customer Satisfaction, Market Share, and Profitability, " Journal of Marketing, 58, 3, 53-66.
6. ARCHER, N. P. AND G. O. WESOLOWSKY (1996), "Consumer Response to Service and Product Quality: A Study of Motor Vehicle Owners, " Journal of Operations Management, 14, 2, 103-118.
7. BAGOZZI, R. P. AND Y. YI (1988), "On the Evaluation of Structural Equation Models, " Academy of Marketing Science, 16, 1, 74-94.
8. BEARDEN, W. O. AND J. E. TEEL (1983), "Selected Determinants of Consumer Satisfaction and Complaint Reports, " Journal of Marketing Research, 20, 1, 21-28.
9. BENTLER, P. M. AND D. G. BONETT (1980), "Significance Tests and Goodness of Fit in the Analysis of Covariance Structures, " Psychological Bulletin, 80, 588-606.
10. BITNER, M. J. (1990), "Evaluating Service Encounters: The Effects of Physical Surrounding on Employee Responses, " Journal of Marketing, 54, 2, 69-82.
11. _ AND A. R. HUBBERT (1994), "Encounter Satisfaction versus Overall Satisfaction versus Quality, " in Service Quality: New Directions in Theory and Practice, R. T. Rust and R. L. Oliver (eds.), Sage Publications, Inc., London.
12. BOLTON, R. AND J. H. DREW (1991), "A Multistage Model of Customers' Assessments of Service Quality and Value, " Journal of Consumer Research, 17, 4, 375-384.
13. BOULDING, W., R. STAELIN, A. KALRA, AND V. ZEITHAML (1993), "A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions, " Journal of Marketing Research, 30, 1, 7-27.
14. CHANG, T. AND A. WILDT (1994), "Price, Product Information and Purchase Intention: An Empirical Study, " Journal of the Academy of Marketing Science, 22, 1, 16-27.
15. CONLON, E., S. DEVARAJ, AND K. MATTA (1997), "Is Quality a Self-Fulfilling Prophecy: The Case of the Automotive Industry, " DSI Conference Proceedings, 1997.
16. CRONIN, J. J., JR. AND S. A. TAYLOR (1992), "Measuring Service Quality: A Reexamination and Extension, " Journal of Marketing, 56, 3, 55-68.
17. CURRY, D. J. AND D. J. FAULDS (1986), "Indexing Product Quality: Issues, Theory, and Results, " Journal of Marketing, 13, 1, 134-45.
18. DAWAR, H. AND P. PARKER (1994), "Marketing Universals: Consumers' Use of Brand Name, Price, Physical Appearance, and Retailer Reputation As Signals of Product Quality, " Journal of Marketing, 58, 2, 81-95.
19. DEAN, D. H. (1999), "Brand Endorsement, Popularity, and Event Sponsorship as Advertising Clues Affecting Consumer Pre-Purchase Attitudes, " Journal of Advertising, 28, 3, 1-12.
20. DODDS, W. B. AND K. B. MONROE (1985), "The Effect of Brand and Price Information on Subjective Product Evaluations, " in Advances in Consumer Research, Vol. 12, E. C. Hirschman and M. B. Holbrook (eds.), Association for Consumer Research, Provo, UT, 85-90.
21. EDEN, D. (1988), "Pygmalion, Goal Selling and Expectancy: Compatible Ways to Boost Productivity, " Academy of Management Review, 13, 4, 639-652.
22. _ (1990), Pygmalion in Management: Productivity as a Self-Fulfilling Prophecy, Lexington Books, Lexington, MA.
23. FESTINGER, L. (1970), Theory of Cognitive Dissonance, Stanford University Press, Stanford, CA.
24. FLYNN, B. B., S. SAKAKIBARA, AND R. G. SCHROEDER (1995), "Relationship between JIT and TQM: Practices and Performance, " Academy of Management Journal, 38, 5, 1325-1360.
25. FORNELL, C. (1992), "A National Customer Satisfaction Barometer: The Swedish Experience, " Journal of Marketing, 56, 1, 6-21.
26. GARVIN, D. A. (1987), "Competing on the Eight Dimensions of Quality, " Harvard Business Review, 65, 6, 101-109.
27. GHISELLI, E. E., J. P. CAMPBELL, AND S. ZEDECK (1981), Measurement Theory for the Behavioral Sciences, Freeman, San Francisco, CA.
28. HEIDER, F. (1983), The Psychology of Interpersonal Relations, Lawrence Erlbaum Associates, Hillsdale, NJ.
29. HOLBROOK, M. B. AND K. P. CORFMAN (1984), "Quality and Value in the Consumption Experience: Phaedrus Rides Again, " in Perceived Quality, J. Jacoby and J. C. Olson (eds.), Lexington Books, Lexington, MA, 31-57.
30. JACOBY, J., R. W. CHESTNUT, W. D. HOYER, D. W. SHELUGA, AND M. J. DONAHUE (1978), "Psychometric Characteristics of Behavioral Process Data: Preliminary Findings on Validity and Generalizability, " in Advances in Consumer Research, Vol. 5, H. K. Hunt (ed.), Association for Consumer Research, Ann Arbor, MI, 546-554.
31. JOHNSON, M. D., E. W. ANDERSON, AND C. FORNELL (1995), "Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework, " Journal of Consumer Research, 21, 4, 128-140.
32. JÖRESKOG, K. G. AND D. SÖRBOM (1989), LISREL 7: A Guide to the Program and Applications, 2nd ed., SPSS Inc., Chicago, IL.
33. KOTLER, P. (1991), Marketing Management - Analysis, Planning, Implementation, and Control, 7th ed., Prentice Hall, Inc., Englewood Cliffs, NJ.
34. MARSH, H. W. (1994), "Confirmatory Factor Analysis Models of Factorial Invariance: A Multifaceted Approach, " Structural Equation Modeling, 1, 1, 5-34.
35. MARUYANA, G. M. (1998), Basics of Structural Equation Modeling, Sage Publications, Inc., London.
36. MONROE, K. B. AND R. KRISHNAN (1985), "The Effect of Price on Subjective Product Evaluations, " in Perceived Quality, J. Jacoby and J. Olson (eds.), Lexington Books, Lexington, MA, 209-232.
37. NARASIMHAN, R., S. GHOSH, AND D. MENDEZ (1993), "A Dynamic Model of Product Quality and Pricing Decisions on Sales Response, " Decision Sciences, 24, 5, 893-908.
38. OLIVER, R. (1993), "Cognitive, Affective, and Attribute Bases of the Satisfaction Response, " Journal of Consumer Research, 20, 3, 418-430.
39. _ AND J. E. SWAN (1989), "Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach, " Journal of Marketing, 53, 2, 21-35.
40. OLIVER, R. L. (1980), "A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions, " Journal of Marketing Research, 17, 4, 460-469.
41. PARASURAMAN, A., V. A. ZEITHAML, AND L. L. BERRY (1988), "SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality, " Journal of Retailing, 64, 1, 12-40.
42. RAO, A. AND K. MONROE (1989), "The Effect of Price, Brand Name, and Store Name on Buyers' Perceptions of Product Quality: An Integrative Review, " Journal of Marketing Research, 26, 3, 351-357.
43. RATCHFORD, B. T. AND P. B. GUPTA (1986), "On Measuring the Informational Efficiency of Consumer Markets, " in Advances in Consumer Research, P. F. Anderson and M. Wallendorf (eds.), Association for Consumer Research, Provo, UT, 309-313.
44. ROSS, T. W. (1988), "Brand Information and Price, " Journal of Industrial Economics, 36, 3, 301-313.
45. RUST, R. T. AND R. L. OLIVER (1994), Service Quality: New Directions in Theory and Practice, Sage Publishers, Inc., London.
46. SAWYER, A. AND P. DICKSON (1984), "Psychological Perspectives on Consumer Response to Sales Promotion, " in Research on Sales Promotion: Collected Papers, K. Jocz (ed.), Marketing Science Institute, Cambridge, MA.
47. STEIGER, J. H. (1990), "Structural Model Evaluation and Modification: An Interval Estimation Approach, " Multivariate Behavioral Research, 25, 173-180.
48. STRAUB, D., M. LIMAYEN, AND E. KARAHANA-EVARISTO (1995), "Measuring System Usage: Implications for IS Theory Testing, " Management Science, 41, 8, 1328-1342.
49. TAYLOR, S. AND T. BAKER (1994), "An Assessment of the Relationship Between Service Quality and Customer Satisfaction in the Formation of Consumers' Purchase Intentions, " Journal of Retailing, 70, 2, 163-178.
50. WOODSIDE, A. G., L. L. FREY, AND R. T. DALY (1989), "Linking Service Quality, Customer Satisfaction, and Behavioral Intentions, " Journal of Health Care Marketing, 9, 4, 5-17.
51. YI, Y. (1991), "A Critical Review of Consumer Satisfaction, " in Review of Marketing, V. A. Zeithaml (ed.), American Marketing Association, Chicago, IL.
52. YOUNG, S. AND B. FEIGIN (1975), "Using the Benefit Chain for Improved Strategy Formulation, " Journal of Marketing, 39, 3, 72-74.
53. ZEITHAML, V. A. (1988), "Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence, " Journal of Marketing, 52, 3, 2-22.
54. _ AND L. BERRY (1987), The Time Consciousness of Supermarket Shoppers, Working Paper, Texas A&M University, College Station, TX.