Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business-to-business, services context: An empirical examination

International Journal of Service Industry Management

Volumn 8, Issue 5, 1997, Pages 414-434

  Patterson, Paul G ^a   Spreng, Richard A ^b  

^a UNIVERSITY OF NEW SOUTH WALES   (Australia)

^b MICHIGAN STATE UNIVERSITY   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0031314022     PISSN: 09564233     EISSN: None     Source Type: Journal    
DOI: 10.1108/09564239710189835     Document Type: Article

References (65)

1. Adams, J.S. (1963), "Towards an understanding of inequity", Journal of Abnormal and Social Psychology, Vol. 67, October, pp. 422-36.
2. Albrecht, K. (1992), "The only thing that matters", Executive Excellence, Vol. 9, November, p. 7.
3. Allen, C.T., Machleit, K.A. and Schultz Kleine, S. (1992), "A comparison of attitudes and emotions as predictors of behavior at diverse levels of behavioral experience", Journal of Consumer Research, Vol. 18, March, pp. 493-504.
4. Baker, J.A. (1990), "'The effect of retail store environments of consumer perceptions of quality, price and value", an unpublished doctoral dissertation, Texas A&M University.
5. Bitner, M.J. (1990), "Evaluating service encounters: the effects of physical surroundings and employee responses", Journal of Marketing, Vol. 54, April, pp. 69-82.
6. Bloemer, J. and de Ruyter, K. (1995), "Integrating service quality and satisfaction: pain in the neck or marketing opportunity?", Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 8, pp. 44-52.
7. Bolton, R.N. and Drew, J.H. (1991), "A multistage model of customers' assessments of service quality and value", Journal of Consumer Research, Vol. 17, March, pp. 375-84.
8. Buzzell, R. and Gale, B. (1987), The PIMS Principles, The Free Press, New York, NY.
9. Cadotte, E.E., Woodruff, R.B. and Jenkins, R.L. (1987), "Expectations and norms in models of consumer satisfaction", Journal of Marketing Research, Vol. 24, August, pp. 305-14.
10. Churchill, G.A. Jr and Surprenant, C. (1982), "An investigation into the determinants of customer satisfaction", Journal of Marketing Research, Vol. 19, November, pp. 491-504.
11. Cronin, J.J. and Taylor, S.A. (1992), "Measuring service quality: a reexamination and extension", Journal of Marketing, Vol. 56, July, pp. 55-68.
12. Czepiel, J.A. and Rosenberg, L.A. (1977), "Consumer satisfaction: concept and measurement", Journal of Academy of Marketing Science, Vol. 5 No. 4, Fall, pp. 403-11.
13. Danaher, P.J. and Mattsson, J. (1994), "Customer satisfaction during the service delivery process", European Journal of Marketing, Vol. 28 No. 5, pp. 5-16.
14. Dodds, W.B. (1991), "In search of value: how price and store name information influence buyers' product perceptions", The Journal of Services Marketing, Vol. 5, Summer, pp. 27-36.
15. Dodds, W.B. and Monroe, K.B. (1985), "The effect of brand and price information on product evaluations" in Hirschman, E. and Holbrook, M.B. (Eds), Advances in Consumer Research, Vol. 12, pp. 85-90.
16. Dodds, W.B., Monroe, K.B. and Grewal, D. (1991), "The effect of price, brand and store information on buyers' product evaluations", Journal of Marketing Research, Vol. 28, August, pp. 307-19.
17. Ellis, A. (1962), Reason and Emotion in Psychotherapy, Lyle Stuart, New York, NY.
18. Fishbein, M. and Ajzen, I. (1975), Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research, Addison-Wesley, Reading, MA.
19. Fornell, C. and Larcker, D.F. (1981), "Evaluating structural equation models with unobservable variables and measurement error", Journal of Marketing Research, Vol. 18, February, pp. 39-50.
20. Grönroos, C. (1984), "A service quality model and its marketing implications", European Journal of Marketing, Vol. 18 No. 4, pp. 36-44.
21. Grönroos, C. (1988), "Service quality: the six criteria of good perceived service quality", Review of Business, Vol. 9 No. 3, pp. 10-13.
22. Gummesson, E. (1993), Quality in Service Organizations, International Service Quality Association, Stockholm University, Sweden.
23. Halinen, A. (1994), "Exchange relationships in professional services", unpublished doctoral dissertation, Series A6, publication of the Turku School of Economics and Business Administration, Turku, Finland.
24. Halstead, D., Hartman, D. and Schmidt, S.L. (1994), "Multisource effects on the satisfaction formation process", Journal of the Academy of Marketing Science, Vol. 22 No. 2, pp. 114-29.
25. Holbrook, M.B. (1994), "The nature of customer value", in Rust, R.T. and Oliver, R.L. (Eds), Service Quality, New Directions in Theory and Practice, Sage Publications, London, pp. 21-71.
26. Hunt, K. (1993), "CS/D & CB research suggestions and observations for the 1990s", Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 6, pp. 40-2.
27. Johnson, R. (1995), "The zone of tolerance: exploring the relationship between service transactions and satisfaction with the overall service", International Journal of Service Industry Management, Vol. 6 No. 2, pp. 46-61.
28. Jöreskog, K.G. and Sörbom, D. (1993), LISREL 8: A Guide to the Program and Applications, Scientific Software International.
29. Kohli, A. (1989), "Determinants of influence in organizational buying: a contingency approach", Journal of Marketing, Vol. 53, July, pp. 50-65.
30. Kunst, P. and Lemmink, J. (Eds) (1995), Managing Service Quality, Chapman, London.
31. LaBarbera, P.A. and Mazursky, D. (1983), "A longitudinal assessment of consumer satisfaction/dissatisfaction: the dynamic aspect of the cognitive process", Journal of Marketing Research, Vol. 29, November, pp. 393-404.
32. LaTour S.A. and Peat, N.C. (1979), "Conceptual and methodological issues in consumer satisfaction research", Advances in Consumer Research, Vol. 6, pp. 431-7.
33. Liljander, V. (1994), "Introducing deserved service and equity into service quality models", in Klienaltenkamp, M. (Ed.), Dienstleistungsmarketing-Konzeptionen und Anwendungen, Gabler Edition Wissenschaft, Berlin.
34. Liljander, V. (1995), Comparison Standards in Perceived Service Quality, publication No. 63, The Swedish School of Economics and Business Administration, Helsinki.
35. Liljander, V. and Strandvik, T. (1992), "The relationship between service quality, satisfaction and intentions", working paper No. 273, The Swedish School of Economics and Business Administration, Helsinki.
36. Liljander, V. and Strandvik, T. (1995), "The nature of customer relationships in services", in Swartz, T.A., Bowen, D.E. and Brown, S.W. (Eds), Advances in Services Marketing and Management, JAI Press, Greenwich, CT, pp. 4; 141-67.
37. Markels, A. (1996), "Consulting giants hot offer: jobs, jobs, jobs", The Wall Street Journal, 6 March, p. 1.
38. Monroe, K.B. (1990), Pricing: Making Profitable Decisions, 2nd ed., McGraw-Hill Book Company, New York, NY.
39. Monroe, K.B. and Krishnan, R. (1985), "The effect of price on subjective product evaluations", in Jacoby, J. and Olson, J. (Eds), Perceived Quality: How Consumers View Stores and Merchandise, Lexington Books, Lexington, MA, pp. 209-32.
40. Oliver, R.L. (1980), "A cognitive model of the antecedents and consequences of satisfaction decisions", Journal of Marketing Research, Vol. 17, November, pp. 460-9.
41. Oliver, R.L. (1992), "An investigation of the attribute basis of emotion and related affects in consumption: suggestions for a stage-specific satisfaction framework", in Sherry, J. and Sternthal, B. (Eds), Advances in Consumer Research, Vol. 19, Association for Consumer Research, Provo, UT, pp. 237-44.
42. Oliver, R.L. and Swan, J.E. (1989), "Consumer perceptions of interpersonal equity and satisfaction in transactions: a field survey approach", Journal of Marketing, Vol. 53, April, pp. 21-35.
43. Olshavsky, R.W. (1985), "Perceived quality in consumer decision making: an integrated theoretical perspective", in Jacoby, J. and Olson, J. (Eds), Perceived Quality: How Consumers View Stores and Merchandise, Lexington Books, Lexington, MA, pp. 3-30.
44. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), "A conceptual model of service quality and its implications for future research", Journal of Marketing, Vol. 49, Fall, pp. 41-50.
45. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), "SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality", Journal of Retailing, Vol. 64 No. 1, pp. 12-37.
46. Patterson, P.G. (1993), "Expectations and product performance as determinants of satisfaction with a high-involvement purchase", Psychology and Marketing, Vol. 10 No. 5, pp. 449-65.
47. Patterson, P.G. (1995), "The determinants of satisfaction/dissatisfaction for business-to-business, professional services: a conceptual model", in Swartz, T.A., Bowen, D.E. and Brown, S.W. (Eds), Advances in Services Marketing and Management, JAI Press, Greenwich, CT, pp. 4; 169-93.
48. Patterson, P.G. and Johnson, L.W. (1993), "Disconfirmation of expectations and the gap model of service quality: an integrated paradigm", Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 6, pp. 90-9.
49. Pennings, J.M. (1979), "Coordination between strategically interdependent organisations", in Nystrom, P. and Starbuck, W. (Eds), Handbook of Organisational Design, Elsevier, Amsterdam.
50. Philips, L.W. (1981), "Assessing measurement error in key informant reports: a methodological note on organizational analysis in marketing", Journal of Marketing Research, Vol. 18, pp. 395-415.
51. Rokeach, M. (1973), The Nature of Human Value, The Free Press, New York, NY.
52. Sasser, W.E. Jr, Olsen, P.R. and Wyckoff, D.D. (1978), Management of Service Operations: Text and Cases, Allyn and Unwyn, Boston, MA.
53. Sawyer, A.G. and Dickson, P. (1984), "Psychological perspectives on consumer response to sales promotion", in Jocz, C. (Ed.), Research on Sales Promotion: Collected Papers, Marketing Science Institute, Cambridge, MA, pp. 1-21.
54. Sheth, J.N., Newman, B.I. and Gross, B.L. (1991), "Why we buy what we buy: a theory of consumption values", Journal of Business Research, Vol. 22, pp. 159-70.
55. Spreng, R.A., Dixon, A.L. and Olshavsky, R.W. (1993), "The impact of perceived value on consumer satisfaction", Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 6, pp. 50-5.
56. Spreng, R.A, Harrell, G.D. and Mackoy, R.D. (1995), "Service recovery: impact on satisfaction and intentions", Journal of Services Marketing, Vol. 9 No. 1, pp. 15-23.
57. Spreng, R.A., MacKenzie, S.B. and Olshavsky, R.W. (1996), "A re-examination of the determinants of consumer satisfaction", Journal of Marketing, Vol. 60, July, pp. 15-32.
58. Strandvik, T. and Liljander, V. (1994), "A comparison of episode performance and relationship performance for a discrete service", in Klienaltenkamp, M. (Ed.), Dienstleistungsmarketing-Konzaptionen und Andewendungen, Gabler Edition Wissenschaft, Berlin.
59. Stokes, R.C. (1985), "The effect of price, package design and brand familiarity on perceived quality", in Jacoby, J. and Olson, J. (Eds), Perceived Quality: How Consumers View Stores and Merchandise, Lexington Books, Lexington, MA, pp. 233-46.
60. Swan, J.E. and Combs, L.J. (1976), "Product performance and consumer satisfaction: a new concept", Journal of Marketing, Vol. 40, April, pp. 25-33.
61. Sweeney, J. (1994), "An investigation of a theoretical model of consumer perceptions of value", unpublished doctoral dissertation, School of Management and Marketing, Curtain University of Technology, Perth, Australia.
62. Tse, D.K. and Wilton, P.C. (1988), "Models of consumer satisfaction formation: an extension", Journal of Marketing Research, Vol. 25, May, pp. 204-12.
63. Vantrappen, H. (1992), "Creating customer value by streamlining business processes", Long Range Planning, Vol. 25, February, pp. 53-62.
64. Weiner, B. (1986), An Attributional Theory of Motivation and Emotion, Springer-Verlag, New York, NY.
65. Zeithaml, V.A. (1988), "Consumer perceptions of price, quality and value: a means-end model and synthesis of evidence", Journal of Marketing, Vol. 52, July, pp. 2-22.