Implementing quality improvement programs designed to enhance customer satisfaction: Quasi-experiments in the United States and Spain

Journal of Marketing Research

Volumn 37, Issue 1, 2000, Pages 102-112

  Simester, Duncan I ^a   Hauser, John R ^a   Wernerfelt, Birger ^a   Rust, Roland T ^a  

^a NONE

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0034342773     PISSN: 00222437     EISSN: None     Source Type: Journal    
DOI: 10.1509/jmkr.37.1.102.18721     Document Type: Article

References (39)

1. Abreu, Dilip (1988), "On the Theory of Infinitely Repeated Games with Discounting," Econometrica, 56 (March), 383-96.
2. Allen, Chris T. (1982), "Self-Perception Based Strategies for Stimulating Energy Conservation," Journal of Consumer Research, 8 (March), 381-90.
3. - and William R. Dillon (1983), "Self-Perception Development and Consumer Choice Criteria: Is There a Linkage?" in Advances in Consumer Research, Vol. 10, Richard P. Bagozzi and Alice M. Tybout, eds. Ann Arbor, MI: Association for Consumer Research, 45-50.
4. Anderson, Eugene W., Claes Fornell, and Donald R. Lehmann (1994), "Customer Satisfaction, Market Share, and Profitability: Findings from Sweden," Journal of Marketing, 58 (July), 53-66.
5. - and Mary W. Sullivan (1993), "The Antecedents and Consequences of Customer Satisfaction for Firms," Marketing Science, 12 (Spring), 125-43.
6. Axelrod, Robert (1984), The Evolution of Cooperation. New York: Basic Books.
7. Beckwith, Neil E. and Donald R. Lehmann (1976), "Halo Effects in Multiattribute Attitude Models: An Appraisal of Some Unresolved Issues," Journal of Marketing Research, 13 (November), 418-21.
8. - and - (1975), "The Importance of Halo Effects in Multi-Attribute Models," Journal of Marketing Research, 12 (August), 265-75.
9. Bem, Daryl (1972), "Self Perception Theory," in Advances in Experimental Social Psychology, Vol. 6, Leonard Berkowitz, ed. New York: Academic Press, 199-218.
10. Bolton, Ruth N. and James H. Drew (1991), "A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes," Journal of Marketing, 55 (January), 1-9.
11. Boulding, William, Ajay Kalra, Richard Staelin, and Valarie A. Zeithaml (1993), "A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions," Journal of Marketing Research, 30 (February), 7-27.
12. Caporaso, James A. and Leslie L. Roos Jr. (1973), Quasi-Experimental Approaches: Testing Theory and Evaluating Policy. Evanston, IL: Northwestern University Press.
13. Chow, Gregory C. (1960), "Tests of Equality Between Sets of Coefficients in Two Linear Regressions," Econometrica, 28 (July), 591-605.
14. Cook, Thomas D. and Donald T. Campbell (1979), Quasi-Experimentation: Design and Analysis Issues For Field Settings. Boston: Houghton Mifflin.
15. Cronin, J. Joseph and Steven A. Taylor (1994), "SERVPREF Versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality," Journal of Marketing, 58 (January), 125-31.
16. Crosby, Lawrence A. and Nancy Stephens (1987), "Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry," Journal of Marketing Research, 24 (November), 404-11.
17. Dwyer, F. Robert, Paul H. Schurr, and Sejo Oh (1987), "Developing the Buyer-Seller Relationships," Journal of Marketing, 51 (April), 11-27.
18. Einhorn, Hillel J. and Robin M. Hogarth (1975), "Unit Weighting Schemes for Decision Making," Organizational Behavior and Human Performance, 13, 171-92.
19. Folkes, Valerie S. and Tina Kiesler (1991), "Social Cognition: Consumers' Inferences About the Self and Others," in Handbook of Consumer Behavior, Thomas S. Robertson and Harold H. Kassarjian, eds. Englewood Cliffs, NJ: Prentice-Hall, 281-315.
20. Fornell, Claes (1992), "A National Customer Satisfaction Barometer," Journal of Marketing, 56 (January), 6-21.
21. Fournier, Susan and David G. Mick (1999), "Rediscovering Satisfaction," Marketing Science Institute Working Paper No. 99-092. Cambridge, MA: Marketing Science Institute.
22. Green, Paul E. and V. Srinivasan (1990), "Conjoint Analysis in Consumer Research: Issues and Outlook," Journal of Marketing, 54 (October), 3-19.
23. Greenleaf, Eric A. (1992), "Improving Rating Scale Measures by Detecting and Correcting Bias Components in Some Response Scales," Journal of Marketing Research, 29 (May), 176-88.
24. Griffin, Abbie and John R. Hauser (1993), "The Voice of the Customer," Marketing Science, 12 (Winter), 1-25.
25. Hauser, John R., Duncan I. Simester, and Birger Wernerfelt (1994), "Customer Satisfaction Incentives," Marketing Science, 13 (Fall), 327-50.
26. -, -, and - (1996), "Internal Customers and Internal Suppliers," Journal of Marketing Research, 33 (3), 268-80.
27. -, -, and - (1997), "Side Payments in Marketing," Marketing Science, 16 (3), 246-55.
28. Howe, Roger J., Dee Gaeddert, and Maynard A. Howe (1995), Quality on Trial: Bringing Bottom-Line Accountability to the Quality Effort. New York: McGraw-Hill.
29. Mittal, Vikas, William T. Ross Jr., and Patrick M. Baldasare (1998), "The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions," Journal of Marketing, 62 (January), 33-47.
30. Moorman, Christine, Gerald Zaltman, and Rohit Deshpandé (1992), "Relationships Between Providers and Users of Marketing Research: The Dynamics of Trust Within and Between Organizations," Journal of Marketing Research, 29 (August), 314-29.
31. Morgan, Robert M. and Shelby D. Hunt (1994), "The Commitment-Trust Theory of Relationship Marketing," Journal of Marketing, 58 (July), 20-38.
32. Rust, Roland T., Anthony J. Zahorik, and Timothy L. Keiningham (1995), "Return on Quality (ROQ): Making Service Quality Financially Accountable," Journal of Marketing, 59 (April), 58-70.
33. Schurr, Paul H. and Julie L. Ozanne (1985), "Influences on Exchange Processes: Buyers' Preconceptions of a Seller's Trustworthiness and Bargaining Toughness," Journal of Consumer Research, 11 (March), 939-53.
34. Silk, Alvin J. (1994), "Notes on Reliability and Attitude Measurement," Harvard Business School Case Notes, (April), 9-594-087.
35. Sullivan, Jeremiah, Richard B. Peterson, Naoki Kameda, and Justin Shimada (1981), "The Relationship Between Conflict Resolution Approaches and Trust - A Cross Cultural Study," Academy of Management Journal, 24 (4), 803-15.
36. Tybout, Alice M. and Richard R. Yalch (1980), "The Effect of Experience: A Matter of Salience," Journal of Consumer Research, 6 (March), 406-13.
37. Wittink, Dick R. and Phillippe Gattin (1989), "Commercial Use of Conjoint Analysis: An Update," Journal of Marketing, 53 (July), 91-96.
38. Yi, Youjae (1990), "A Critical Review of Consumer Satisfaction," in Review in Marketing 1990, Valerie A. Zeithaml, ed. Chicago: American Marketing Association, 68-123.
39. Zeithaml, Valarie, A. Parasuraman, and Leonard L. Berry (1990), Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: The Free Press.