Student Satisfaction Guarantees: An Empirical Examination of Attitudes, Antecedents, and Consequences

Journal of Marketing Education

Volumn 24, Issue 2, 2002, Pages 150-160

  Gremler, Dwayne D ^a   McCollough, Michael A ^b  

^a BOWLING GREEN STATE UNIVERSITY   (United States)

^b UNIVERSITY OF IDAHO   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 84992849143     PISSN: 02734753     EISSN: None     Source Type: Journal    
DOI: 10.1177/027753024002008     Document Type: Article

References (34)

1. Anderson, James C., and David W. Gerbing. 1988. Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin 103 (May): 347-362.
2. Babbie, Earl R. 1989. The practice of social research. 5th ed. Belmont, CA: Wadsworth.
3. 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.
4. Bentler, Peter M. 1990. Comparative fit indexes in structural models. Psychological Bulletin 107 (March): 238-246.
5. Boulding, William, and Amna Kirmani. 1993. A consumer-side experimental examination of signaling theory: Do consumers perceive warranties as signals of quality? Journal of Consumer Research 20 (June): 111-123.
6. Churchill, Gilbert A., Jr. 1979. A paradigm for developing better measures of marketingconstructs. Journal of Marketing Research 16 (February): 64-73.
7. Curren, Mary T., Valerie S. Folkes, and Joel H. Steckel. 1992. Explanations for successful and unsuccessful marketing decisions: The decision maker's perspective. Journal of Marketing 56 (April): 18-31.
8. DeVellis, Robert F. 1991. Scale development: Theory and applications. Newbury Park, CA: Sage.
9. Folkes, Valerie S. 1984. Consumer reactions to product failure: An attributional approach. Journal of Consumer Research 10 (March): 398-409.
10. Folkes, Valerie S., and Barbara Kotsos. 1986. Buyers’ and sellers’ explanations for product failure: Who done it? Journal of Marketing 50 (April): 74-80.
11. Fornell, Claes, and David F. Larcker. 1981. Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research 18 (February): 39-50.
12. Gremler, Dwayne D., K. Douglas Hoffman, Susan M. Keaveney, and Lauren K. Wright. 2000. Experiential learning exercises in services marketing courses. Journal of Marketing Education 22 (April): 35-44.
13. Gremler, Dwayne D., and Michael A. McCollough. 1997. Service guarantees in the classroom: Should we practice what we preach? Marketing Educator 16 (fall): 1-1, 4-4.
14. Grossman, Sanford J. 1981. The informational role of warranties and private disclosure about product quality. Journal of Law and Economics 24 (December): 461-483.
15. Hart, Christopher W.L. 1988. The power of unconditional service guarantees. Harvard Business Review 66 (July-August): 54-62.
16. Hart, Christopher W.L. 1993. Extraordinary guarantees: A new way to build quality throughout your company and ensure satisfaction for your customers. New York: American Management Association.
17. Hart, Christopher W.L., Leonard A. Schlesinger, and Dan Maher. 1992. Guarantees come to professional service firms. Sloan Management Review 33 (spring): 19-29.
18. Kelley, Craig A. 1988. An investigation of consumer product warranties as market signals of product reliability. Journal of the Academy of Marketing Science 16 (summer): 72-78.
19. Kelley, Scott W., James H. Donnelly Jr., and Steven J. Skinner. 1990. Customer participation in service production and delivery. Journal of Retailing 66 (fall): 315-335.
20. McCollough, Michael A. 1999. An integration of the service guarantee and traditional guarantee literature. In Proceedingsof the AMA Summer Mar keting Educators’ Conference, edited by Steven P. Brown and D. Sudharshan, 185-185. San Francisco, CA: American Marketing Association.
21. McCollough, Michael A., and Dwayne D. Gremler. 1999a. Guaranteeing student satisfaction: An exercise in treating students as customers. Journal of Marketing Education 21 (August): 118-130.
22. McCollough, Michael A. 1999b. Student satisfaction guarantees: An empirical investigation of student and faculty attitudes. Marketing Education Review 9 (summer): 1-12.
23. McDougall, Gordon H.G., Terrence Levesque, and Peter Vander Plaat. 1998. Designing the service guarantee: Unconditional or specific? Journal of Services Marketing 12 (4): 278-293.
24. Nunnally, Jum C. 1978. Psychometric theory. 2d ed. New York: McGraw-Hill.
25. Ostrom, Amy L., and Christopher W.L. Hart. 2000. Service guarantees: Research and practice. In Handbook of services marketing and management, edited by Teresa A. Swartz and Dawn Iacobucci, 299-313. Thousand Oaks, CA: Sage.
26. Ostrom, Amy L., and Dawn Iacobucci. 1998. The effect of guarantees on consumers’ evaluations of services. Journal of Services Marketing 12 (5): 362-378.
27. Priest, George L. 1981. Atheory of the consumer product warranty. The Yale Law Journal 90 (May): 1297-1352.
28. Rodie, Amy Risch, and Susan S. Kleine. 2000. Customer participation in services production and delivery. In Handbook of services marketing and management, edited by Teresa A. Swartz and Dawn Iacobucci, 111-125. Thousand Oaks, CA: Sage.
29. Shimp, Terence A., and William O. Bearden. 1982. Warranty and other extrinsic cue effects on consumers’ risk perceptions. Journal of Consumer Research 9 (June): 38-46.
30. Shostack, G. Lynn. 1977. Breaking free from product marketing. Journal of Marketing 41 (April): 73-80.
31. Stevens, James. 1992. Applied multivariate statistics for the social sciences. Hillsdale, NJ: Lawrence Erlbaum.
32. Tucker, Ledyard R., and Charles Lewis. 1973. Areliability coefficient for maximum likelihood factor analysis. Psychometrika 38 (March): 1-10.
33. Wiener, Joshua Lyle. 1985. Are warranties accurate signals of product reliability? Journal of Consumer Research 12 (September): 245-250.
34. Zeithaml, Valarie A., and Mary Jo Bitner. 2000. Servicesmarketing: Inte grating customer focus across the firm. New York: McGraw-Hill.