Is there a halo effect in satisfaction formation in business-to-business services?

Journal of Service Research

Volumn 11, Issue 2, 2008, Pages 124-141

  Van Doorn, Jenny ^a  

^a UNIVERSITY OF GRONINGEN   (Netherlands)

Author keywords

Business to business services; Customer satisfaction; Dynamic model; Halo effects

Indexed keywords

EID: 54049116277     PISSN: 10946705     EISSN: 15527379     Source Type: Journal    
DOI: 10.1177/1094670508324676     Document Type: Review

References (53)

1. Abelson, Robert P., E. Aronson, William J. McGuire, Theodore M. Newcomb, Milton J. Rosenberg, and Percy H. Tannebaum (1968). Theories of Cognitive Consistency: A Sourcebook. Chicago: Rand McNally and Company.
2. Ahluwalia, Rohini (2002). " How Prevalent Is the Negativity Effect in Consumer Environments? " Journal of Consumer Research, 29 (September), 270-279.
3. Anderson, Eugene W. and Mary W. Sullivan (1993). " The Antecedents and Consequences of Customer Satisfaction for Firms, " Marketing Science, 12 (Spring), 125-142.
4. Vikas Mittal (2000). " Strengthening the Satisfaction-Profit Chain, " Journal of Service Research, 3 (November), 107-120.
5. Beckwith, Neil E., Harold H. Kassarjian, and Donald R. Lehmann (1978). " Halo Effects in Marketing Research: Review and Prognosis, " in Advances in Consumer Research, Vol. 5, H. Keith Hunt, ed. Ann Arbor, MI: Association for Consumer Research, 465-467.
6. - - and U. Victor Kubilius (1978). " Empirical Evidence of Halo Effects in Store Image Research by Estimating True Locations, " in Advances in Consumer Research, Vol. 5, H. Keith Hunt, ed. Ann Arbor, MI: Association for Consumer Research, 485-493.
7. Donald R. Lehmann (1975). " The Importance of Halo Effects in Multi-Attribute Attitude Models, " Journal of Marketing Research, 12 (August), 265-275.
8. Bitner, Mary Jo and Amy R. Hubbert (1994). " Encounter Satisfaction versus Overall Satisfaction Versus Quality, " in Service Quality: New Directions in Theory and Practice, Roland T. Rust and Richard L. Oliver, eds. Thousand Oaks, CA: Sage, 72-94.
9. Bolton, Ruth N. (1998). " A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction, " Marketing Science, 17 (1). 45-65.
10. James H. Drew (1991). " A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes, " Journal of Marketing, 55 (January), 1-9.
11. Katherine N. Lemon (1999). " A Dynamic Model of Customers' Usage of Services: Usage as an Antecedent and Consequence of Satisfaction, " Journal of Marketing Research, 36 (May), 171-186.
12. Boulding, William, Ajay Kalra, and Richard Staelin (1999). " The Quality Double Whammy, " Marketing Science, 18 (4). 463-484.
13. Bowman, Douglas and Das Narayandas (2001). " Managing Customer-Initiated Contacts with Manufacturers: The Impact on Share of Category Requirements and Word-of-Mouth Behavior, " Journal of Marketing Research, 38 (August), 281-297.
14. Brown, James R., Robert F. Lusch, and Laurie P. Smith (1991). " Conflict and Satisfaction in an Industrial Channel of Distribution, " International Journal of Physical Distribution & Logistics Management, 21 (6). 15-25.
15. 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), 404-411.
16. DeSarbo, Wayne S., Lenard Huff, Marcelo M. Rolandelli, and Jungwhan Choi (1994). " On the Measurement of Perceived Service Quality, " in Service Quality: New Directions in Theory and Practice, Roland T. Rust and Richard L. Oliver, eds. Thousand Oaks, CA: Sage, 199-220.
17. Dubé, Laurette and Michael S. Morgan (1996). " Trend Effects and Gender Differences in Retrospective Judgments of Consumption Emotions, " Journal of Consumer Research, 23 (September), 156-162.
18. Dwyer, F. Robert, Paul H. Schurr, and Sejo Oh (1987). " Developing Buyer-Seller Relationships, " Journal of Marketing, 51 (April), 11-27.
19. Festinger, Leon (1957). A Theory of Cognitive Dissonance. Stanford, CA: Stanford University Press.
20. Folkes, Valerie S. and Vanessa M. Patrick (2003). " The Positivity Effect in the Perceptions of Services: Seen One, Seen Them All? " Journal of Consumer Research, 30 (June), 125-137.
21. Gardial, Sarah Fisher, D. Scott Clemons, Robert B. Woodruff, David W. Schumann, and Mary Jane Burns (1994). " Comparing Consumers' Recall of Prepurchase and Postpurchase Product Evaluation Experiences, " Journal of Consumer Research, 20 (March), 548-560.
22. Gómez, Miguel I., Edward W. McLaughlin, and Dick R. Wittink (2004). " Customer Satisfaction and Retail Sales Performance-An Empirical Investigation, " Journal of Retailing, 80 (4). 265-278.
23. Greene, William H. (2003). Econometric Analysis, 5 th ed. Upper Saddle River, NJ: Prentice Hall.
24. Halstead, Diane, David Hartman, and Sandra L. Schmidt (1994). " Multisource Effects on the Satisfaction Formation Process, " Journal of the Academy of Marketing Science, 22 (2). 114-129.
25. Heide, Jan B. and George John (1988). " The Role of Dependence Balancing in Safeguarding Transaction-Specific Assets in Conventional Channels, " Journal of Marketing, 52 (January), 20-35.
26. Hogarth, Robin M. and Hillel J. Einhorn (1992). " Order Effects in Belief Updating: The Belief-Adjustment Model, " Cognitive Psychology, 24 (January), 1-55.
27. Holbrook, Morris B. (1983). " Using a Structural Model of Halo Effect to Assess Perceptual Distortion Due to Affective Overtones, " Journal of Consumer Research, 10 (September), 247-252.
28. Joel Huber (1979). " Separating Perceptual Dimensions from Affective Overtones: An Application to Consumer Aesthetics, " Journal of Consumer Research, 5 (March), 272-283.
29. James, William L. and Forrest S. Carter (1978). " Halo Effects and Location Preferences, " in Advances in Consumer Research, Vol. 5, Keith H. Hunt, ed. Ann Arbor, MI: Association for Consumer Research, 474-476.
30. John, Joby (1992). " Patient Satisfaction: The Impact of Past Experience, " Journal of Health Care Marketing, 12 (September), 55-64.
31. Johnson, Michael D., Eugene Anderson, and Claes Fornell (1995). " Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework, " Journal of Consumer Research, 21 (March), 695-707.
32. Johnston, Jack and John DiNardo (2007). Econometric Methods, 4 th ed. New York: McGraw-Hill International Editions.
33. Jones, Thomas O. and W. Earl Sasser Jr. (1995). " Why Satisfied Customers Defect, " Harvard Business Review, 73 (November), 88-101.
34. Kahnemann, Daniel and Amos Tversky (1979). " Prospect Theory: An Analysis of Decision under Risk, " Econometrica, 47 (2). 263-291.
35. Kanouse, David E. and L. Reid Hanson Jr. (1971). " Negativity in Evaluations, " in Attribution: Perceiving the Causes of Behavior, Edward Ellsworth Jones et al., eds. Morristown, NJ: Lawrence Erlbaum Associates, 47-62.
36. Kunda, Ziva (1990). " The Case for Motivated Reasoning, " Psychological Bulletin, 108 (November), 480-498.
37. Mason, Charlotte H. and William D. Perreault Jr. (1991). " Collinearity, Power, and Interpretation of Multiple Regression Analysis, " Journal of Marketing Research, 28 (August), 268-280.
38. Mittal, Vikas and Patrick M. Baldasare (1996). " Eliminate the Negative, " Journal of Health Care Marketing, 16 (September), 24-31.
39. Wagner A. Kamakura (2001). " Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics, " Journal of Marketing Research, 38 (February), 131-142.
40. Pankaj Kumar, and Michael Tsiros (1999). " Attribute Performance, Satisfaction, and Behavioral Intentions Over Time: A Consumption System Approach, " Journal of Marketing, 63 (April), 88-101.
41. William T. Ross, 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.
42. Moore, William L. and William L. James (1978). " A Study of the Amount of Halo in the Perceptions of Automobiles, " in Advances in Consumer Research, Vol. 5, H. Keith Hunt, ed. Ann Arbor, MI: Association for Consumer Research, 481-484.
43. Murphy, Kevin R., Robert A. Jako, and Rebecca L. Anhalt (1993). " Nature and Consequences of Halo Error: A Critical Analysis, " Journal of Applied Psychology, 78 (2). 218-225.
44. Oliver, Richard L. (1980). " A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions, " Journal of Marketing Research, 17 (November), 460-469.
45. Roland T. Rust, and Sajeev Varki (1997). " Customer Delight: Foundations, Findings, and Managerial Insight, " Journal of Retailing, 73 (Fall), 311-336.
46. Peeters, Guido and Janusz Czapinski (1990). " Positive-Negative Asymmetry in Evaluations: The Distinction between Affective and Informational Negativity Effects, " European Review of Social Psychology, 1, 33-60.
47. Rosenberg, Milton J. (1965). " Hedonism, Inauthenticity, and Other Goads toward Expansion of a Consistency Theory, " in Theories of Cognitive Consistency: A Sourcebook, Robert, P. Abelson, E. Aronson, William J. McGuire, Theodore M. Newcomb, Milton J. Rosenberg, and Percy H. Tannebaum, eds. Chicago: Rand McNally and Company, 73-111.
48. 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.
49. Singh, Jagdip (1991). " Understanding the Structure of Consumers' Satisfaction Evaluations of Service Delivery, " Journal of the Academy of Marketing Science, 19 (3). 223-244.
50. Streukens, Sandra and Ko de Ruyter (2004). " Reconsidering Nonlinearity and Asymmetry in Customer Satisfaction and Loyalty Models: An Empirical Study in Three Retail Service Settings, " Marketing Letters, 15 (July), 99-111.
51. Verhoef, Peter C. (2003). " Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development, " Journal of Marketing, 67 (October), 30-45.
52. Wirtz, Jochen (2000). " An Examination of the Presence, Magnitude and Impact of Halo on Consumer Satisfaction Measures, " Journal of Retailing and Consumer Services, 7 (April), 89-99.
53. 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.