Consumer (goal) satisfaction: A means-ends chain approach

Psychology and Marketing

Volumn 28, Issue 7, 2011, Pages 730-748

  Orsingher, Chiara ^a   Marzocchi, Gian Luca ^a   Valentini, Sara ^a  

^a UNIVERSITY OF BOLOGNA   (Italy)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 79957957452     PISSN: 07426046     EISSN: 15206793     Source Type: Journal    
DOI: 10.1002/mar.20409     Document Type: Article

References (41)

1. Austin, J. T. (1989). Effects of shifts in goal origin on goal acceptance and attainment. Organizational Behavior and Human Decision Processes, 44, 415-435.
2. Austin, J. T., & Vancouver, J. B. (1996). Goal constructs in psychology: Structure, process, and content. Psychological Bulletin, 120, 338-375.
3. Bagozzi, R. P., & Dabholkar, P. A. (1994). Consumer recycling goals and their effect on decisions to recycle: A means-end chain analysis. Psychology & Marketing, 11, 313-340.
4. Bagozzi, R. P., & Edwards, E. A. (1998). Goal setting and goal pursuit in the regulation of body weight. Psychology & Health, 13, 593-621.
5. Barbeau, J. B. (1985). Predictive and normative expectations in consumer satisfaction: A utilization of adaptation and comparison levels in a unified framework. In K. H. Hunt & R. L. Day (Eds.), Conceptual and empirical contributions to consumer satisfaction and complaining behavior (pp. 27-32). Bloomington: Indiana University Press.
6. Botschen, G., Thelen, E. M., & Pieters, R. (1999). Using means-end structures for benefit segmentation: An application to services. European Journal of Marketing, 33, 38-58.
7. Carver, C. S., & Scheier, M. F. (1981). Attention and self-regulation: A control-theory approach to human behavior. New York: Springer-Verlag.
8. Emmons, R. A. (1996). Striving and feeling: Personal goals and subjective well-being. In J. Bargh & P. Gollwitzer (Eds.), The psychology of action: Linking motivation and cognition to behavior (pp. 314-337). New York: Guilford.
9. Ford, M. A. (1992). Motivating humans: goals, emotions, and personal agency beliefs. Newbury Park, CA: Sage.
10. Fournier, S., & Mick, D. G. (1999). Rediscovering satisfaction. Journal of Marketing, 63, 5-28.
11. Garbarino, E., & Johnson, M. S. (2001). Effect of consumer goals on attribute weighting, overall satisfaction, and product usage. Psychology & Marketing, 18, 929-949.
12. Gengler, C. E., Klenosky, D. B., & Mulvey, M. S. (1995). Improving the graphic representation of means-end results. International Journal of Research in Marketing, 12, 227-244.
13. Graeff, T. R. (1997). Consumption situations and the effects of brand image on consumers' brand evaluations. Psychology & Marketing, 14, 49-70.
14. Gutman, J. (1982). A means-end chain model based on consumer categorization processes. Journal of Marketing, 46, 60-72.
15. Gutman, J., & Miaoulis, G. (2003). Communicating a quality position in service delivery: An application in higher education. Managing Service Quality, 13, 105-111.
16. Heitmann, M., Lehmann, D. R., & Herrmann, A. (2007). Choice goal attainment and decision and consumption satisfaction. Journal of Marketing Research, 44, 234-250.
17. Liberman, N., & Trope, L. (1998). The role of feasibility and desirability considerations in near and distant future decisions: A test of temporal construal theory. Journal of Personality and Social Psychology, 75, 5-18.
18. Locke, E. A. (1991). The motivation sequence, the motivation hub and the motivation core. Organizational Behavior and Human Decision Processes, 50, 288-299.
19. McLachlan, G., & Peel, D. (2000). Finite mixture models. New York: Wiley.
20. Myers, J. H. (1991). Measuring customer satisfaction: Is meeting expectations enough? Marketing Research, 3, 35-43.
21. Oliver, R. L. (1989). Processing of the satisfaction response in consumption: A suggested framework and research propositions. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 2, 1-16.
22. Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. New York: McGraw-Hill International Editions.
23. Oliver, R. L., & Swan, J. E. (1989). Consumer perceptions of interpersonal equity and satisfaction in transactions: A field survey approach. Journal of Marketing, 53, 21-35.
24. Orsingher, C., & Marzocchi, G. L. (2003). Hierarchical representation of satisfactory consumer service experience. International Journal of Service Industries Management, 14, 200-216.
25. Pieters, R., Baumgartner, H., & Allen, D. (1995). A means-end chain approach to consumer goal structures. International Journal of Research in Marketing, 12, 227-244.
26. Pieters, R., Botschen, G., & Thelen, E. (1998). Customer desire expectations about service employees: An analysis of hierarchical relations. Psychology & Marketing, 15, 755-773.
27. Reynolds, T. J., & Gutman, J. (1988). Laddering theory, method, analysis, and interpretation. Journal of Advertising Research, 28, 11-30.
28. Reynolds, T. J., & Olson, J. C. (2001). Understanding consumer decision making: The means-end approach to marketing and advertising strategy. Hillsdale, NJ: Lawrence Erlbaum Associates.
29. Schneider, B. (2008). Thoughts on human capital and customer satisfaction: Service climate and employee engagement. Unpublished notes prepared for the 10th International Research Seminar in Services Management, La Londe les Maures, France.
30. Schwarz, N., & Bohner, G. (1996). Feelings and their motivational implications: Moods and the action sequence. In E. M. Gollwitzer & J. A. Bargh (Eds.), The psychology of action: Linking cognition and motivation to behavior (pp. 119-145). New York: Guilford Press.
31. Simon, H. A. (1957). Administrative behavior. New York: Macmillan.
32. Spreng, R. A., & Olshavsky, R. W. (1993). A desires congruency model of consumer satisfaction. Journal of the Academy of Marketing Science, 21, 169-177.
33. Spreng, R. A., MacKenzie, S. B., & Olshavsky, R. W. (1996). A reexamination of the determinants of consumer satisfaction. Journal of Marketing, 60, 15-32.
34. Sutton, R. I., & Rafaeli, A. (1988). Untangling the relationship between displayed emotions and organizational sales: The case of convenience stores. Academy of Management Journal, 31, 461-487.
35. Ter Hofstede, F., Audenaert, A., Steenkamp, J.-B. E. M., & Wedel, M. (1998). An investigation into the association pattern technique as a quantitative approach to measuring means-end chains. International Journal of Research in Marketing, 15, 37-50.
36. Titterington, D. M., Smith, A. F. M., & Makov, U. E. (1985). Statistical analysis of finite mixture distributions. New York: John Wiley and Sons.
37. Walker, B., & Olson, J. C. (1991). Means-end chains: Connecting products with self. Journal of Business Research, 22, 111-118.
38. Wedel, M., & Kamakura, W. A. (2000). Market segmentation: Conceptual and methodological foundations. Dordrecht, Netherlands: Kluwer.
39. Westbrook, R. A., & Reilly, M. D. (1983). Value-percept disparity: An alternative to the disconfirmation of expectations theory of consumer satisfaction. In R. P. Bagozzi & A. M. Tybout (Eds.), Advances in consumer research, Vol. 10 (pp. 256-261). Ann Arbor, MI: Association for Consumer Research.
40. Woodside, A. J. (2004). Advancing means-end chains by incorporating Heider's balance theory and Fournier's consumer brand relationship typology. Psychology & Marketing, 21, 279-294.
41. Yi, Y. (1990). A critical review of consumer satisfaction. In V. Zeithaml (Ed.), Review of marketing (pp. 68-123), Chicago: American Marketing Association.