Preconceptions about Service: How Much Do they Influence Quality Evaluations?

Journal of Service Research

Volumn 7, Issue 1, 2004, Pages 90-103

  Iglesias, Victor ^a  

^a UNIVERSITY OF OVIEDO   (Spain)

Author keywords

attitudes; expectations; perception distortion; prior beliefs; quality evaluations

Indexed keywords

EID: 33747595540     PISSN: 10946705     EISSN: None     Source Type: Journal    
DOI: 10.1177/1094670504266139     Document Type: Article

References (56)

1. Adaval, Rashmi (2001), “Sometimes It Just Feels Right: The Differential Weighting of Affect-Consistent and Affect-Inconsistent Product information,” Journal of Consumer Research, 28 (June), 1-17.
2. Anderson, James C. and David W. Gerbing (1988), “Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach,” Psychological Bulletin, 103 (3), 411-423.
3. Bagozzi, Richard P. (1996), “The Role of Arousal in the Creation and Control of the Halo Effect in Attitude Models,” Psychology & Marketing, 13 (3), 235-264.
4. Bagozzi, Richard P., Zeynep Gürhan-Canli, and Joseph R. Priester (2002), The Social Psychology of Consumer Behavior. Philadelphia: Open University Press.
5. Bagozzi, Richard P. and Youjae Yi (1988), “On the Evaluation of Structural Equation Models,” Journal of the Academy of Marketing Science, 16 (Spring), 74-94.
6. Beckwith, Neil E., Harold H. Kassarjian, and Donald R. Lehmann (1978), “Halo Effects in Marketing Research: Review and Prognosis,” Advances in Consumer Research, 5, 465-467.
7. Beckwith, Neil E. and Donald R. Lehmann (1975), “The Importance of Halo Effects in Multi-Attribute Attitude Models,” Journal of Marketing Research, 12 (August), 265-275.
8. Boulding, William, Ajay Kalra, and Richard Staelin (1999), “The Quality Double Whammy,” Marketing Science 18 (4), 463-484.
9. Boulding, William, Ajay Kalra 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.
10. Chebat, Jean-Charles, Pierre Filiatrault, Claire Gélinas-Chebat, and Alexander Vaninsky (1995), “Impact of Waiting Attribution and Consumer’s Mood on Perceived Quality,” Journal of Business Research, 34, 191-196.
11. Cohen, Joel B. (1982), “The Role of Affect in Categorization: Toward a Reconsideration of the Concept of Attitude,” Advances in Consumer Research, 9, 94-100.
12. Cronbach, Lee J. (1987), “Statistical Tests for Moderator Variables: Flaws in Analyses Recently Proposed,” Psychological Bulletin 102 (3): 414-417.
13. Cronin, J. Joseph, Michael K. Brady, and G. Tomas M. Hult (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments,” Journal of Retailing, 76 (2), 193-218.
14. Cronin, J. Joseph and Stephen A. Taylor (1992), “Measuring Service Quality: A Reexamination and Extension,” Journal of Marketing, 56(July), 55-68.
15. Davidoff, Donald M. (1994), CONTACT. Consumer Service in the Hospitality and Tourism Industry. Englewood Cliffs, NJ: Prentice Hall.
16. Dube, Laurette and Bernd H. Schmitt (1991), “The Processing of Emotional and Cognitive Aspects of Product Usage in Satisfaction Judgements,” Advances in Consumer Research, 18, 52-56.
17. Dube, Laurette, Bernd H. Schmitt and Sheri Bridges (1992), “Categorization Research and Brand Extensions,” Advances in Consumer Research, 19, 255-259.
18. Eagly, Alice H. and Shelly Chaiken (1993), The Psychology of Attitudes. Fort Worth, TX: Harcourt Brace.
19. Edwards, Kari and Edward E. Smith (1996), “A Disconfirmation Bias in the Evaluation of Arguments,” Journal of Personality and Social Psychology, 71 (1), 5-24.
20. Fazio, Russell H. (1990), “Multiple Processes by Which Attitudes Guide Behavior: The MODE Model as an Integrative Framework,” in Advances in Experimental Social Psychology, Vol. 23, Mark P. Zanna, ed. San Diego, CA: Academic Press.
21. Festinger, Leon (1957), A Theory of Cognitive Dissonance. Evanston, IL: Row Peterson.
22. Fiske, Susan T. and S. L. Neuberg (1990), “A Continuum of Impresión Formation, from Category-Based to Individuating Processes: Influences of Information and Motivation on Attention and Interpretation,” Advances in Experimental Social Psychology, 23, 1-74.
23. Forgas, Joseph P. and Joseph Ciarrochi (2001), “On Being Happy and Possessive: The Interactive Effects of Mood and Personality on Consumer Judgements,” Psychology & Marketing, 18 (3), 239-260.
24. Garbarino, Ellen C. and Julie A. Edell (1997), “Cognitive Effort, Affect, and Choice,” Journal of Consumer Research, 24 (September), 147-158.
25. Hair, Joseph F., Rolph E. Anderson, Ronald L. Tatham, and William C. Black (1995), Multivariate Data Analysis. Englewood Cliffs, NJ: Prentice Hall.
26. Hu, Li-Tze and Peter M. Bentler (1999), “Cutoff Criteria for Fit Indexes in Covariance Structure Analysis: Conventional Criteria versus New Alternatives,” Structural Equation Modeling, 6 (1), 1-55.
27. Jaccard, James and Choi K. Wan (1996), LISREL Approaches to Interaction Effects in Multiple Regression (Sage University Paper Series on Quantitative Applications in the Social Sciences, Series No. 07-114). Thousand Oaks, CA: Sage.
28. John, Deborah R., Carol A. Scott, and James R. Bettman (1986), “Sampling Data for Covariation Assessment: The Effect of Prior Beliefs on Search Patterns,” Journal of Consumer Research, 13 (June), 38-47.
29. Joshi, Ashwin W. and Rodney L. Stump (1999), “The Contingent Effect of Specific Asset Investments on Joint Action in Manufacturer-Supplier Relationships: An Empirical Test of the Moderating Role of Reciprocal Asset Investments, Uncertainty, and Trust,” Journal of the Academy of Marketing Science, 27 (3), 291-305.
30. Kelley, Scott W. and K. Douglas Hoffman (1997), “An Investigation of Positive Affect, Prosocial Behaviors and Service Quality,” Journal of Retailing, 73 (3), 407-427.
31. Lance, Charles E. (1988), “Residual Centering, Exploratory and Confirmatory Moderator Analysis, and Decomposition of Effects in Path Models Containing Interactions,” Applied Psychological Measurement 12 (2), 163-175.
32. Lynch, John G., Howard Marmorstein, and Michael F. Weigold (1988), “Choices from Sets Including Remembered Brands: Use of Recalled Attributes and Prior Overall Evaluations,” Journal of Consumer Research, 15 (September), 169-184.
33. Mantel, Susan Powell and Frank R. Kardes (1999), “The Role of Direction of Comparison, Attribute-Based Processing, and Attitude-Based Processing in Consumer Preference,” Journal of Consumer Research, 25 (March), 335-352.
34. Mattila, Anna S. and Cathy A. Enz (2002), “The Role of Emotions in Service Encounters,” Journal of Service Research, 4 (4), 268-277.
35. Mattila, Anna S. and Jochen Wirtz (2000), “The Role of Preconsumption Affect on Post purchase Evaluation of Services,” Psychology & Marketing, 17 (7), 587-605.
36. Meloy, Margaret G. (2000), “Mood-Driven Distortion of Product Information,” Journal of Consumer Research, 27 (December), 345-359.
37. Mervis, Carolyn B. and Eleanor Rosch (1981), “Categorization of Natural Objects,” Annual Review of Psychology, 35, 113-135.
38. Oliver, Richard L. (1981), “Measurement and Evaluation of Satisfaction Processes in Retail Settings,” Journal of Retailing, 57 (3), 25-48.
39. Oliver, Richard L. (1997), Satisfaction: A Behavioral Perspective on the Consumer. Boston: McGraw-Hill.
40. Parasuraman, A., Leonard L. Berry, and Valarie Zeithaml (1991), “Refinement and Reassessment of the SERVQUAL Scale,” Journal of Retailing, 67 (4), 420-450.
41. Parasuraman, A., Valarie Zeithaml, and Leonard L. Berry (1988), “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality,” Journal of Retailing, 64 (1), 12-40.
42. Perugini, Marco and Richard P. Bagozzi (2001), “The Role of Desires and Anticipated Emotions in Goal-Directed Behaviours: Broadening and Deepening the Theory of Planned Behaviour,” British Journal of Social Psychology, 40 (1), 79-98.
43. Pham, Michel Tuan, Joel B. Cohen, John W. Pracejus, and G. David Hughes (2001), “Affect Monitoring and the Primacy of Feelings in Judgment,” Journal of Consumer Research, 28(September), 167-188.
44. Ping, Robert A., Jr. (1995), “A Parsimonious Estimating Technique for Interaction and Quadratic Latent Variables,” Journal of Marketing Research, 32 (August), 336-347.
45. Rosch, Eleanor (1978), “Principles of Categorization,” in Cognition and Categorization, Eleanor Rosch and Barbara Lloyd, eds. Hillsdale, NJ: Lawrence Erlbaum, 27-48.
46. Ruiz, Agustín V. (1993), “Segmentación del mercado financiero al por menor en Asturias” [Segmentation of the retail financial market in Asturias]. Doctoral dissertation, University of Oviedo, Spain.
47. Rust, Roland T., J. Jeffrey Inman, Jianmin Jia, and Anthony Zahorik (1999), “What You Don’t Know about Customer-Perceived Quality: The Role of Customer Expectation Distributions,” Marketing Science 18 (1), 77-92.
48. Shiv, Baba and Alexander Fedorikhin (1999), “Heart and Mind in Conflict: The Interplay of Affect and Cognition in Consumer Decision Making,” Journal of Consumer Research, 26 (December), 278-292.
49. Spreng, Richard A., Scott B. MacKenzie, and Richard W. Olshavsky (1996), “A Reexamination of the Determinants of Consumer Satisfaction,” Journal of Marketing, 60 (July), 15-32.
50. Szymanski, David M. and David H. Henard (2001), “Customer Satisfaction: A Meta-Analysis of the Empirical Evidence,” Journal of the Academy of Marketing Science, 29 (1), 16-35.
51. Taylor, Shirley and John D. Claxton (1994), “Delays and the Dynamics of Service Evaluations,” Journal of the Academy of Marketing Science, 22 (3), 254-264.
52. Taylor, Steven A. (1997), “Assesing Regression-Based Importance Weights for Quality Perceptions and Satisfaction Judgements in the Presence of Higher Order and/or Interaction Effects,” Journal of Retailing, 73 (1), 135-159.
53. Webb, Deborah J., Corliss L. Green, and Thomas G. Brashear (2000), “Development and Validation of Scales to Measure Attitudes Influencing Monetary Donations to Charitable Organizations,” Journal of the Academy of Marketing Science, 28 (2), 299-309.
54. Wirtz, Jochen and John E.G. Bateson (1995), “An Experimental Investigation of Halo Effects in Satisfaction Measures of Service Attributes,” International Journal of Service Industry Management, 6 (3), 84-102.
55. Wirtz, Jochen, Anna S. Mattila, and Rachel L.P. Tan (2000), “The Moderating Role of Target-Arousal on the Impact of Affect on Satisfaction—An Examination in the Context of Service Experiences,” Journal of Retailing, 76 (3), 347-365.
56. Zeithaml, Valarie, A. Parasuraman, and Leonard L. Berry (1985), “Problems and Strategies in Services Marketing,” Journal of Marketing, 49 (2), 33-46.