Understanding the effects of post-service experience surveys on delay and acceleration of customer purchasing behavior: Evidence from the automotive services industry

Journal of Service Research

Volumn 13, Issue 4, 2010, Pages 362-378

  Dholakia, Utpal M ^a   Singh, Siddharth S ^a   Westbrook, Robert A ^a  

^a RICE UNIVERSITY   (United States)

Author keywords

customer satisfaction; field experiments; hazard rate duration modeling; lab experiments; marketing research; mere measurement effect; service quality; survey

Indexed keywords

EID: 78049344319     PISSN: 10946705     EISSN: 15527379     Source Type: Journal    
DOI: 10.1177/1094670510375105     Document Type: Article

References (52)

1. Anderson, Shannon, Lisa Klein Pearo, and Sally K. Widener (2008), "Drivers of Service Satisfaction: Linking Customer Satisfaction to the Service Concept and Customer Characteristics," Journal of Service Research, 10 (4), 365-381.
2. Aro, Antii R., Pilvikki Absetz, Thérèse M. van Elderen, Eleonore van der Ploeg, and Leo van der Kamp (2000), "False-Positive Findings in Mammography Screening Induces Short-Term Distress-Breast Cancer-Specific Concern Prevails Longer," European Journal of Cancer, 36 (9), 1089-1097.
3. Bennett, Stephen (2005), "Brands that Power the Oil Change Business," National Petroleum News, July, 36-40.
4. Bertini Marco and Utpal M. Dholakia (2010), "Backfiring incentives," working paper, Rice University, Houston, Texas.
5. Bradburn, Norman M., Lance J. Rips, and Steven K. Shevell (1987), "Answering Autobiographical Questions: The Impact of Memory and Inference on Surveys," Science, 236 (4798), 157-161.
6. Bravender, Robert (2007), "Showing What a Pro Can Do," Motor Age, May, 36-38.
7. Chandon, Pierre, Brian Wansink, and Gilles Laurent (2000), "A Benefit Congruency Framework of Sales Promotion Effectiveness," Journal of Marketing, 64 (October), 65-81.
8. Chandon, Pierre, Vicki G. Morwitz, and Werner J. Reinartz (2004), "The Short- and Long-Term Effects of Measuring Intent to Repurchase," Journal of Consumer Research, 31 (December), 566-572.
9. Dholakia, Utpal M. (in press), "A Critical Review of Question-Behavior Effect Research," Review of Marketing Research.
10. Dholakia, Utpal M. and Vicki G. Morwitz (2002), "The Scope and Persistence of Mere Measurement Effects: Evidence from a Field Study of Customer Satisfaction Measurement," Journal of Consumer Research, 29 (2), 159-167.
11. Dholakia, Utpal M., Vicki G. Morwitz, and Robert A. Westbrook (2004), "Firm-Sponsored Satisfaction Surveys: Positivity Effects of Customer Purchase Behavior?" MSI Reports, 04-121.
12. Feldman, Jack M. and John G. Lynch, Jr. (1988), "Self-Generated Validity and Other Effects of Measurement on Belief, Attitude, Intention, and Behavior," Journal of Applied Psychology, 73 (3), 421-435.
13. Feldman, Julie, John Miyamoto, and Elizabeth F. Loftus (1999), "Are Actions Regretted More than Inactions?" Organizational Behavior and Human Decision Processes, 78 (3), 232-255.
14. Fisher, Daniel (1999), "Oreos and Lube Jobs," Forbes, 163 (4), 90-92.
15. Fisher, Daniel, Joseph C. Nunes, and Patti Williams (2007), "License to Sin: The Liberating Role of Reporting Expectations," Journal of Consumer Research, 34 (2), 22-31.
16. Fitzsimons, Gavan J. and Patti Williams (2000), "Asking Questions Can Change Choice Behavior: Does it Do so Automatically or Effortfully?" Journal of Experimental Psychology: Applied, 6 (3), 195-206.
17. Folkes, Valerie S., and Vanessa M. Patrick (2003), "The Positivity Effect in Perceptions of Services: Seen One, Seen Them All?" Journal of Consumer Research, 30 (1), 125-137.
18. Friestad, Marian and Peter Wright (1994), "The Persuasion Knowledge Model: How People Cope with Persuasion Attempts," Journal of Consumer Research, 21 (June), 1-31.
19. Galesic, Mirta and Roger Tourangeau (2007), "That is Sexual Harassment? It Depends on Who Asks! Framing Effects and Survey Responses," Applied Cognitive Psychology, 21, 189-202.
20. Goff, Lyn M. and Henry L. Roediger, III (1998), "Imagination Inflation: The Effects of Number of Imaginings on Recognition and Source Monitoring," Memory and Cognition, 26 (1), 20-33.
21. Gregory, W. Larry, Robert B. Cialdini, and Kathleen M. Carpenter (1982), "Self-Relevant Scenarios as Mediators of Likelihood Estimates and Compliance: Does Imagining Make It So?" Journal of Personality and Social Psychology, 43 (1), 89-99.
22. Grönroos, Christian (2000), Service Management and Marketing: A Customer Relationship Approach, 2nd ed. Chichester, United Kingdon: Wiley.
23. Grönroos, Christian (1984), "A Service Quality Model and its Marketing Implications," European Journal of Marketing, 18 (4), 36-44.
24. Gwinner, Kevin P., Mary Jo Bitner, Stephen W. Brown, and Ajith Kumar (2005), "Service Customization Through Employee Adaptiveness," Journal of Service Research, 8 (2), 131-148.
25. Henning-Thurau, Thorsten, Kevin P. Gwinner, and Dwayne D. Gremler (2000), "Understanding Relationship Marketing Outcomes," Journal of Service Research, 4 (3), 230-247.
26. Janiszewski, Chris and Elise Chandon (2007), "Transfer-Appropriate Processing, Response Fluency, and the Mere Measurement Effect," Journal of Marketing Research, 44 (2), 309-323.
27. Jou, Rong-Chang, Soi-Hoi Lam, Chung-Wei Kuo, and Chih-Cheng Chen (2008), "The Asymmetric Effects of Service Quality on Passengers' Choice of Carriers for International Air Travel," Journal of Advanced Transportation, 42 (2), 179-208.
28. Kardes, Frank R. (1988), "Spontaneous Inference Processes in Advertising: The Effects of Conclusion Omission and Involvement on Persuasion," Journal of Consumer Research, 15 (2), 225-233.
29. Kolers, Paul A. (1976), "Reading a Year Later," Journal of Experimental Psychology: Human Learning and Memory, 2 (September), 554-565.
30. Lillard, Lee A. (1993), "Simultaneous Equations for Hazards: Marriage Duration and Fertility Timings," Journal of Econometrics, 56 (1-2), 189-217.
31. Loftus, Elizabeth F. (2001), "Imagining the Past," The Psychologist, 14 (11), 584-587.
32. Lovelock, Christopher and Evert Gummesson (2004), "Whither Services Marketing? In Search of a New Paradigm and Fresh Perspectives," Journal of Service Research, 7 (1), 20-41.
33. Luo, Xueming and Christian Homburg (2007), "Neglected Outcomes of Customer Satisfaction, " Journal of Marketing, 71 (2), 133-149.
34. Marotta, Jim (2009), "Step Up Intervals: What Is the Best Service Interval For This Most Basic of Maintenance?" Motor Age, January, 20-22.
35. Mersha, Tigineh and Veena Adlakha (1992), "Attributes of Service Quality: The Consumers' Perspective," International Journal of Service Industry Management, 3 (3), 34-45.
36. Miller, Elizabeth Gelfand, Mary Frances Luce, Barbara E. Kahn, and Emily F. Conant (2009), "Understanding Emotional Reactions for Negative Services: The Impact of Efficacy Beliefs and Stage in Process," Journal of Service Research, 12 (1), 87-99.
37. Mittal, Banwari (1994), "An Integrated Framework for Relating Diverse Consumer Characteristics to Supermarket Coupon Redemption," Journal of Marketing Research, 31 (November), 533-594.
38. Morgan, Ivor and Jay Rao (2007), "Growing Negative Services," MIT Sloan Management Review, 47 (3), 69-74.
39. Morgan, Neil A., Eugene W. Anderson, and Vikas Mittal (2004), "Understanding Firm's Customer Satisfaction Information Usage," Journal of Marketing, 69 (2), 131-151.
40. Morwitz, Vicki G. and Gavan J. Fitzsimons (2004), "The Mere Measurement Effect: Why Does Measuring Intentions Change Actual Behavior?" Journal of Consumer Psychology, 14 (1&2), 64-74.
41. Morwitz, Vicki G., Eric Johnson, and David Schmittlein (1993), "Does Measuring Intent Change Behavior?" Journal of Consumer Research, 20 (June), 41-61.
42. Naylor, Rebecca Walker, Rajagopal Raghunathan, and Suresh Ramanathan (2006), "Promotions Spontaneously Induce a Positive Evaluation Response," Journal of Consumer Psychology, 16 (3), 295-305.
43. Ofir, Chezy and Itamar Simonson (2001), "In Search of Negative Customer Feedback: The Effect of Expecting to Evaluate on Satisfaction Evaluations," Journal of Service Research, 38 (2), 170-182.
44. Panis, Constantijn W. A. (1994), "The Piecewise Linear Spline Transformation with an Application to Age at First Marriage," Stata Technical Bulletin, 18, 27-29.
45. Parasuraman, A., Valarie A. 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.
46. Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry (1985), "A Conceptual Model of Service Quality and Its Implications for Future Research," Journal of Marketing, 49 (4), 41-50.
47. Pinckney, Richard G., Berta M. Geller, Marcia Burman, and Benjamin Littenberg (2003), "Effect of False-Positive Mammograms on Return for Subsequent Screening Mammography," American Journal of Medicine, 114 (2), 120-125.
48. Smith, Elizabeth and Fiona M. Ross (2007), "Service User Involvement and Integrated Care Pathways," International Journal of Health Care Quality Assurance, 20 (3), 195-214.
49. Sprott, David E., Eric R. Spangenberg, Lauren G. Block, Gavan J. Fitzsimons, Vicki G. Morwitz, and Patti Williams (2006), "The Question-Behavior Effect: What We Know and Where We Go From Here," Social Influence, 1 (2), 128-137.
50. 10th Annual Consumer Attitude Study (2006), Aftermarket Business, 72.
51. Thomas, Ayanna K. and Elizabeth F. Loftus (2002), "Creating Bizarre False Memories Through Imagination," Memory and Cognition, 30 (3), 423-431.
52. Tversky, Amos and Daniel Kahneman (1982), "Judgments of and by representativeness," in Judgments Under Uncertainty: Heuristics and Biases, Daniel Kahneman, Paul Slovic, and Amos Tversky, eds. New York: Cambridge University Press, 84-98.