The role of intrinsic and extrinsic quality attributes on consumer behaviour for traditional food products

Managing Service Quality

Volumn 17, Issue 6, 2007, Pages 681-701

  Espejel, Joel ^a   Fandos, Carmina ^a   Flavián, Carlos ^a  

^a UNIVERSITY OF ZARAGOZA   (Spain)

Author keywords

Country of origin; Customer loyalty; Customer satisfaction; Purchasing; Quality awareness

Indexed keywords

EID: 49949096427     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604520710835000     Document Type: Article

References (104)

1. Ahmed, Z., Johnson, J., Yang, X., Fatt, C.K., Teng, H.S. and Boon, L.C. (2004), "Does country of origin matter for low-involvement products?", International Marketing Review, Vol. 21 No. 1, pp. 102-20.
2. Allen, C.T., Machleit, K.A. and Kleine, S.S. (1992), "A comparison of attitudes and emotions as predictors of behavior at diverse levels of behavioral experience", Journal of Consumer Research, Vol. 18 No. 4, pp. 493-504.
3. Assael, H. (1995), Consumer Behavior and Marketing Action, 5th ed., South-Western College Publishing, Cincinnati, OH.
4. Auh, S. and Johnson, M.D. (2005), "Compatibility effects in evaluations of satisfaction and loyalty", Journal of Economic Psychology, Vol. 26 No. 1, pp. 35-57.
5. Babin, B.J. and Griffin, M. (1998), "The nature of satisfaction: An updated examination and analysis", Journal of Business Research, Vol. 41 No. 2, pp. 127-36.
6. Bagozzi, R.P. and Yi, Y. (1988), "On evaluation of structural equations models", Journal of the Academy of Marketing Science, Vol. 16 No. 1, pp. 74-94.
7. Bejou, D., Ennew, C.T. and Palmer, A. (1998), "Trust, ethics and relationship satisfaction", International Journal of Bank Marketing, Vol. 16 No. 4, pp. 170-5.
8. Bennett, R. and Rundle-Thiele, S. (2004), "Customer satisfaction should not be the only goal", Journal of Services Marketing, Vol. 18 Nos 6/7, pp. 514-23.
9. Bernués, A., Olaizola, A. and Corcoran, K. (2003), "Extrinsic attributes of red meat as indicators of quality in Europe: An application for market segmentation", Food Quality and Preference, Vol. 14 No. 4, pp. 265-76.
10. Bigné, E., Moliner, M.A. and Callarisa, L. (2000), "El valor y la fidelización de clientes: Una propuesta de modelo dinámico de comportamiento", Revista Europea de Dirección y Economía de la Empresa., Vol. 9 No. 3, pp. 65-78.
11. Blesa, A. (2000), "Influencia de la orientación al mercado del fabricante en las relaciones en el canal de distribución", doctoral thesis, Universidad de Valencia, Valencia.
12. Bloemer, J.M.M. and Kasper, H.D.P. (1995), "The complex relationship between consumer satisfaction and brand loyalty", Journal of Economic Psychology, Vol. 16 No. 2, pp. 311-29.
13. Bolton, R.N. and Drew, J.H. (1991a), "A longitudinal analysis of the impact of service changes on customer attitudes", Journal of Marketing, Vol. 55 No. 1, pp. 1-9.
14. Bolton, R.N. and Drew, J.H. (1991b), "A multistage model of customers' assessments of service quality and value", Journal of Consumer Research, Vol. 17 No. 4, pp. 375-84.
15. Brady, M.K. and Cronin, J.J. Jr (2001), "Some new thoughts on conceptualizing perceived service quality: A hierarchical approach", Journal of Marketing, Vol. 65 No. 3, pp. 34-49.
16. Brunsø, K., Bredahl, L., Grunert, K.G. and Scholderer, J. (2005), "Consumer perception of the quality of beef resulting from various fattening regimes", Livestock Production Science, Vol. 94 Nos 1/2, pp. 83-93.
17. Calvo, D. (2001), "Analysis of quality and perceived risk in the buying decision-making process of food products", doctoral thesis, Universidad de la Coruña, Coruña.
18. Carvalho, P.F. and Camarero, C. (2003), "Efectos derivados de la puesta en práctica del marketing de relaciones en los servicios profesionales", Documento de trabajo No. 3, University of Valladolid, Valladolid.
19. Chang, H.-S. and Kinnucan, H.W. (1991), "Advertising, information, and product quality: The case of butter", American Journal of Agricultural Economics, Vol. 73 No. 4, pp. 1195-203.
20. Chao, P. (1999), "Impact of country-of-origin dimensions on product quality and design quality perceptions", Journal of Business Research, Vol. 42 No. 1, pp. 1-6.
21. Claver, E., Llopis, J. and Tarí, J.J. (1999), Calidad y Dirección de Empresas, Biblioteca Civitas Economía y Empresa, Colección Empresa, Madrid.
22. Cox, J. and Dale, B.G. (2001), "Service quality and e-commerce: An exploratory analysis", Managing Service Quality, Vol. 11 No. 2, pp. 121-31.
23. Cronin, J.J. Jr and Taylor, S.A. (1992), "Measuring service quality: A re-examination and extension", Journal of Marketing, Vol. 56 No. 3, pp. 55-68.
24. Cronin, J.J. Jr and Taylor, S.A. (1994), "SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality", Journal of Marketing, Vol. 58 No. 1, pp. 125-31.
25. Day, R.L. (1984), "Modeling choices among alternative responses to dissatisfaction", in Perreault, W.D. (Ed.), Advances in Consumer Research,Vol. 11, Association for Consumer Research, Atlanta, GA, pp. 496-9.
26. de Ruyter, K., Wetzels, M. and Bloemer, J. (1998), "On the relationships between perceived service quality, service loyalty and switching costs", International Journal of Service Industry Management, Vol. 9 No. 5, pp. 436-53.
27. Del Barrio, S. and Luque, T. (2000), "Análisis de ecuaciones estructurales", in Luque, T. (Ed.), Técnicas de análisis de datos en investigación de mercados, Ediciones Pirámide, Madrid.
28. Dick, A. and Basu, K. (1994), "Customer loyalty: Toward an integrated conceptual framework", Journal of the Academy of Marketing Science, Vol. 22 No. 2, pp. 99-113.
29. Duffy, D.L. (2003), "Internal and external factors which affect customer loyalty", Journal of Consumer Marketing, Vol. 20 No. 5, pp. 480-5.
30. Espejel, J., Fandos, C. and Flavián, C. (2007), "Spanish's air-cured ham with protected designation of origin (PDO): A study of intrinsic and extrinsic attributes influence on customer satisfaction and loyalty", Journal of International Food & Agribusiness Marketing, Vol. 19 No. 4, pp. 5-30.
31. Fandos, C. and Flavián, C. (2006), "Intrinsic and extrinsic quality attributes, loyalty and buying intention: An analysis for a PDO product", British Food Journal, Vol. 108 No. 8, pp. 646-62.
32. Fishbein, M. and Ajzen, I. (1975), Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research, Addison-Wesley, Reading, MA.
33. Flavián, C. and Lozano, J. (2003), "Diseño de una escala para medir la orientación al entorno de la nueva formación profesional", Cuadernos de Economía y Dirección de Empresa, Vol. 15, pp. 333-63.
34. Gardner, M.P. (1985), "Mood states and consumer behavior: A critical review", Journal of Consumer Research, Vol. 12 No. 3, pp. 281-300.
35. Giese, J.L. and Cote, J.A. (2000), "Defining consumer satisfaction", Academy of Marketing Science Review, Vol. 00 No. 1, pp. 1-24.
36. Glaveli, N., Petridou, E., Liassides, C. and Spathis, C. (2006), "Bank service quality: Evidence from five Balkan countries", Managing Service Quality, Vol. 16 No. 4, pp. 380-94.
37. Grewal, D., Krishnan, R., Baker, J. and Borin, N. (1998), "The effect of store name, brand name and price discounts on consumer's evaluations and purchase intentions", Journal of Retailing, Vol. 74 No. 3, pp. 331-52.
38. Grolleau, G. and Caswell, J.A. (2005), "Interaction between food attributes in markets: The case of environmental labeling", Working Paper No. 7, Centre d'Economie et Sociologie appliqués à l'Agriculture et aux Espaces Ruraux.
39. Grönroos, C. (1984), "A service quality model and its marketing implications", European Journal of Marketing, Vol. 18 No. 4, pp. 36-44.
40. Grunert, K.G., Bredahl, L. and Brunsø, K. (2004), "Consumer perception of meat quality and implications for product development in the meat sector - a review", Meat Science, Vol. 66 No. 2, pp. 259-72.
41. Gummesson, E. (1988), "Service quality and product quality combined", Review of Business, Vol. 9 No. 3, pp. 14-19.
42. Gummesson, E. (2002), "Relationship marketing and a new economy: it's time for de-programming", Journal of Services Marketing, Vol. 16 No. 7, pp. 585-9.
43. Hair, J.F.J.R., Anderson, R.E., Tatham, R.L. and Black, W.C. (1999), Análisis Multivariante, 5th ed., Prentice-Hall, Madrid.
44. Helson, H. (1948), "Adaptation-level as a basis for a quantitative theory of frames of reference", Psychological Review, Vol. 55 No. 6, pp. 297-313.
45. Hildebrant, L. (1987), "Consumer retail satisfaction in rural areas: A reanalysis of survey data", Journal of Economic Psychology, Vol. 8 No. 1, pp. 19-42.
46. Issanchou, S. (1996), "Consumer expectations and perceptions of meat and meat product quality", Meat Science, Vol. 43, S1, pp. 5-19.
47. Jacoby, J. and Chesnut, R.W. (1978), Brand Loyalty Measurement and Management, Wiley, New York, NY.
48. Jacoby, J. and Kyner, D. (1973), "Brand loyalty vs repeat purchasing behavior", Journal of Marketing Research, Vol. 10 No. 1, pp. 1-9.
49. Johnson, M.D. and Fornell, C. (1991), "A framework for comparing customer satisfaction across individuals and product categories", Journal of Economic Psychology, Vol. 12 No. 2, pp. 267-86.
50. Jöreskog, K.G. and Sörbom, D. (1993), LISREL 8: Structural Equation Modeling with the SIMPLIS Command Language, Scientific Software International, Chicago, IL.
51. Lovelock, C. and Gummesson, E. (2004), "Whither service marketing? In search of a new paradigm and fresh perspective?", Journal of Service Research, Vol. 7 No. 1, pp. 20-41.
52. Lymperopoulos, C., Chaniotakis, I.E. and Soureli, M. (2006), "The importance of service quality in bank selection for mortgage loans", Managing Service Quality, Vol. 16 No. 4, pp. 365-79.
53. Ministerio de Agricultura, Pesca y Alimentación (MAPA) (2006), Ministerio de Agricultura, Pesca y Alimentación (Ministry of Agriculture, Fisheries and Food), www.mapa.es/es/alimentacion/pags/ Denominacion/consulta.asp.
54. Meiselman, H.L. (2001), "Criteria of food quality in different context", Food Service Technology, Vol. 1 No. 2, pp. 67-77.
55. Morwitz, V.G. and Schmittlein, D. (1992), "Using segmentation to improve sales forecasts based on purchase intent: Which 'intenders' actually buy", Journal of Marketing Research, Vol. 29 No. 4, pp. 391-405.
56. Notani, A.I. (1997), "Perceptions of affordability: Their role in predicting purchase intent and purchase", Journal of Economic Psychology, Vol. 18 No. 5, pp. 525-46.
57. Nowak, L.I. and Newton, S.K. (2006), "Using the tasting room experience to create loyal customers", International Journal of Wine Marketing, Vol. 18 No. 3, pp. 157-65.
58. Oliver, R.L. (1977), "Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation", Journal of Applied Psychology, Vol. 62 No. 4, pp. 480-6.
59. Oliver, R.L. (1980), "A cognitive model of the antecedents and consequences of satisfaction decisions", Journal of Marketing Research, Vol. 17 No. 3, pp. 460-9.
60. Oliver, R. (1997), "Loyalty and profit: Long term effect of satisfaction", in Oliver, R. (Ed.), Satisfaction: A Behavioral Perspective on the Consumer, McGraw-Hill, New York, NY.
61. Oliver, R.L. (1999), "Whence consumer loyalty?", Journal of Marketing, Vol. 63, special issue, pp. 33-44.
62. 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 No. 2, pp. 21-35.
63. Olsen, S.O. (2002), "The comparative evaluation and the relationship between quality, satisfaction, and repurchase loyalty", Journal of the Academy of Marketing Science, Vol. 30 No. 3, pp. 240-9.
64. Olson, J. and Jacoby, J. (1972), "Cue utilization in the quality perception process", in Venkatesan, M. (Ed.), Proceedings of the Third Annual Conference of the Association for Consumer Research, Association for Consumer Research, Chicago, IL, pp. 167-79.
65. Olsen, S.O., Wilcox, J. and Olsson, U. (2005), "Consequences of ambivalence on satisfaction and loyalty", Psychology & Marketing, Vol. 22 No. 3, pp. 247-69.
66. Oude Ophuis, P. and Van Trijp, H.C.M. (1995), "Perceived quality: A market driven and consumer oriented approach", Food Quality and Preference, Vol. 6 No. 3, pp. 177-83.
67. Panda, T.K. (2003), "Creating customer lifetime value through effective CRM in financial services industry", Journal of Services Research, Vol. 2 No. 2, pp. 157-71.
68. 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 No. 4, pp. 41-50.
69. 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. 12-40.
70. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1991), "Refinement and reassessment of the SERVQUAL scale", Journal of Retailing, Vol. 67 No. 4, pp. 420-50.
71. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1993), "More on improving service quality measurement", Journal of Retailing, Vol. 69 No. 1, pp. 140-7.
72. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1994), "Reassessment of expectations as a comparison standard in measuring service quality: Implications for further research", Journal of Marketing, Vol. 58 No. 1, pp. 111-24.
73. Piron, F. (2000), "Consumer's perceptions of the country-of-origin effect on purchasing intentions of (in)conspicuous products", Journal of Consumer Marketing, Vol. 17 No. 4, pp. 308-21.
74. Rao, A.R. and Monroe, K.B. (1989), "The effect of price, brand name, and store name on buyers' perceptions of product quality: An integrative review", Journal of Marketing Research, Vol. 26 No. 3, pp. 351-7.
75. Reichheld, F. (1996), The Loyalty Effect, Harvard Business School Press, Boston, MA.
76. Robinson, S. (1999), "Measuring service quality: Current thinking and future requirements", Marketing Intelligence & Planning, Vol. 17 No. 1, pp. 21-32.
77. Rose, N.L. (1990), "Profitability and product quality: Economic determinants of airline safety performance", The Journal of Political Economy, Vol. 98 Nos 5, Part 1, pp. 944-64.
78. Rowley, J. (2005), "The four Cs of customer loyalty", Marketing Intelligence & Planning, Vol. 23 No. 6, pp. 574-81.
79. Sanzo, M., Santos, M., Vázquez, R. and Álvarez, L. (2003), "The effect of market orientation on buyer-seller relationship satisfaction", Industrial Marketing Management, Vol. 32 No. 4, pp. 327-45.
80. Showers, V.E. and Showers, L.S. (1993), "The effect of alternatives measures of country of origin on objective product quality", International Marketing Review, Vol. 10 No. 4, pp. 53-67.
81. Sjolander, R. (1992), "Cross-cultural effect of price on perceived product quality", European Journal of Marketing, Vol. 26 No. 7, pp. 34-44.
82. Stanton, W.J., Etzel, M.J. and Walter, B.J. (2004), Fundamentos de Marketing, 13th ed., McGraw-Hill, Mexico.
83. Steenkamp, J.B. and Van Trijp, H.C.M. (1991), "The use of LISREL in validating marketing constructs", International Journal of Research in Marketing, Vol. 8 No. 4, pp. 283-99.
84. Steenkamp, J-B.E. (1997), "Dynamics in consumer behaviour with respect to agricultural and food products", in Wierenga, B., van Tilburg, A., Grunert, K., Steenkamp, J.B. and Wedel, M. (Eds), Agricultural Marketing and Consumer Behaviour in a Changing World, Kluwer Academic Publishers, Dordrecht, pp. 143-88.
85. Steenkamp, J-B.E.M. and Van Trijp, H.C.M. (1989), "A methodology for estimating the maximum price consumers are willing to pay in relation to perceived quality and consumer characteristics", Journal of International Food & Agribusiness Marketing, Vol. 1 No. 2, pp. 1-24.
86. Steenkamp, J-B.E.M. and Van Trijp, H.C.M. (1996), "Quality guidance: A consumer-based approach to food quality improvement using partial least squares", European Review of Agricultural Economics, Vol. 23 No. 2, pp. 195-215.
87. Sureshchandar, G.S., Rajendran, C. and Anantharaman, R.N. (2002), "Determinants of customer-perceived service quality: A confirmatory factor analysis approach", Journal of Services Marketing, Vol. 16 No. 1, pp. 9-34.
88. Sweeney, J.C., Soutar, G.N. and Johnson, L.W. (1997), "Retail service quality and perceived value - a comparison of two models", Journal of Retailing and Consumer Services, Vol. 4 No. 1, pp. 39-48.
89. Szybillo, G.J. and Jacoby, J. (1974), "Intrinsic versus extrinsic cues as determinants of perceived product quality", Journal of Applied Psychology, Vol. 59 No. 1, pp. 74-8.
90. Teas, R.K. (1993), "Expectations, performance evaluation, and consumers' perceptions of quality", Journal of Marketing, Vol. 57 No. 4, pp. 18-34.
91. Teas, R.K. (1994), "Expectations as a comparison standard in measuring service quality: An assessment of a reassessment", Journal of Marketing, Vol. 58 No. 1, pp. 132-9.
92. Tootelian, D. and Segale, J. (2004), "The importance of place of origin in purchase decisions for agricultural products", Journal of Food Products Marketing, Vol. 10 No. 3, pp. 27-43.
93. van der Lans, I.A., van Ittersum, K., De Cicco, A. and Loseby, M. (2001), "The role of the region of origin and EU certificates of origin in consumer evaluation of food products", European Review of Agricultural Economics, Vol. 28 No. 4, pp. 457-77.
94. van Ittersumm, K., Candel, M. and Meulenberg, M. (2003), "The influence of the image of a product's region of origin on product evaluation", Journal of Business Research, Vol. 56 No. 3, pp. 215-26.
95. Verhoef, P. (2003), "Understanding the effect of customer relationship management efforts on customer retention and customer share development", Journal of Marketing, Vol. 67 No. 4, pp. 30-45.
96. Waller, M.A. and Ahire, S. (1996), "Management perception of the link between product quality and customers' view of product quality", International Journal of Operations & Production Management, Vol. 16 No. 9, pp. 23-33.
97. Wang, Y., Lo, H-P. and Hui, Y.V. (2003), "The antecedents of service quality and product quality and their influences on bank reputation: Evidence from the banking industry in China", Managing Service Quality, Vol. 13 No. 1, pp. 72-83.
98. Westbrook, R.A. (1987), "Product/consumption-based affective responses and postpurchase processes", Journal of Marketing Research, Vol. 24 No. 3, pp. 258-70.
99. Westbrook, R.A. and Oliver, R.L. (1991), "The dimensionality of consumption emotion patterns and consumer satisfaction", Journal of Consumer Research, Vol. 18 No. 1, pp. 84-91.
100. Wong, A. (2004), "The role of emotional satisfaction in service encounters", Managing Service Quality, Vol. 14 No. 5, pp. 365-76.
101. Yi, Y. and La, S. (2004), "What influences the relationship between customer satisfaction and repurchase intention? Investigating the effects of adjusted expectations and customer loyalty", Psychology & Marketing, Vol. 21 No. 5, pp. 351-73.
102. Zeithaml, V. (1988), "Consumer perceptions of price, quality and value: A means-end model and synthesis of evidence", Journal of Marketing, Vol. 52 No. 3, pp. 2-22.
103. Zeithaml, V.A. (2000), "Service quality, profitability, and the economic worth of customers: What we know and what we need to learn", Journal of the Academy of Marketing Science, Vol. 28 No. 1, pp. 67-85.
104. Zeithaml, V.A., Parasuraman, A. and Malhotra, A. (2002), "Service quality delivery through web sites: A critical review of extant knowledge", Journal of Academy of Marketing Science, Vol. 30 No. 4, pp. 362-75.