Examining service experiences and post-consumption evaluations

Journal of Services Marketing

Volumn 18, Issue 6, 2004, Pages 450-461

  Grace, Debra ^a   O'Cass, Aron ^b  

^a GRIFFITH UNIVERSITY   (Australia)

^b UNIVERSITY OF NEWCASTLE   (Australia)

Author keywords

Attitudes; Customer satisfaction; Experience; Service delivery

Indexed keywords

EID: 84992974762     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876040410557230     Document Type: Article

References (61)

1. Anderson, N.H. (1981), Foundations of Information Integration Theory, Academic Press, New York, NY.
2. Ang, S.-H., Leong, S.M. and Lim, J. (1996), “The mediating influence of pleasure and arousal on layout and signage effects: comparing more or less customized retail services”, Journal of Retailing and Consumer Services, Vol. 4 No. 1, pp. 13-24.
3. Arora, R. and Stoner, C. (1996), “The effect of perceived service quality and name familiarity on the service selection decision”, Journal of Services Marketing, Vol. 10 No. 1, pp. 22-34.
4. Babin, B.J. and Babin, L.A. (2001), “Seeking something different? A model of schema typicality, consumer affect, purchase intentions and perceived shopping value”, Journal of Business Research, Vol. 54, pp. 89-96.
5. Bart, C.K., Bontis, N. and Taggar, S. (2001), “A model of the impact of mission statements on firm performance”, Management Decision, Vol. 39 No. 1, pp. 19-35.
6. Batra, R. and Ray, M.L. (1986), “Affective responses mediating acceptance of advertising”, Journal of Consumer Research, Vol. 13, September, pp. 234-249.
7. Bitner, M.J. (1990), “Evaluating service encounters: the effects of physical surroundings and employee responses”, Journal of Marketing, Vol. 54, April, pp. 69-82.
8. Bitner, M.J. (1992), “Servicescapes: the impact of physical surroundings on customers and employees”, Journal of Marketing, Vol. 56, April, pp. 57-71.
9. Broderick, A.J. (1999), “Role theory and the management of service encounters”, The Service Industries Journal, Vol. 19 No. 2, pp. 117-131.
10. Caruana, A., Money, A.H. and Berthon, P.R. (2000), “Service quality and satisfaction – the moderating role of value”, European Journal of Marketing, Vol. 34 No. 11/12, pp. 1338-1352.
11. Cassel, C.M., Hackl, P. and Westlund, A.H. (2000), “On measurement of intangible assets: a study of robustness of partial lease squares”, Total Quality Management, Vol. 11 No. 7, pp. 897-907.
12. Chandon, J.-L., Leo, P.-Y. and Philippe, J. (1997), “Service encounter dimensions – a dyadic perspective: measuring the dimensions of service encounters as perceived by customers and personnel”, International Journal of Service Industry Management, Vol. 8 No. 1, pp. 65-86.
13. Chaudhuri, A. and Holbrook, M.B. (2001), “The chain of effects from brand trust and brand effects to brand performance: the role of brand loyalty”, Journal of Marketing, Vol. 65 No. 2, pp. 81-93.
14. Chin, W.W. (1998a), “Issues and opinion on structural equation modelling”, MIS Quarterly, Vol. 22 No. 1, pp. vii-xvi.
15. Chin, W.W. (1998b), “The partial least squares approach for structural equation modeling”, in Marcoulides, G. (Ed.), Modern Methods for Business Research, Laurence Erlbaum Associates, Hillsdale, NJ, pp. 295-336.
16. Christopher, M. (1996), “From brand value to customer value”, Journal of Marketing Practice, Vol. 2 No. 1, pp. 55-66.
17. Comm, C.L. and LaBay, D.G. (1996), “Repositioning colleges using changing student quality perceptions: an exploratory analysis”, Journal of Marketing for Higher Education, Vol. 7 No. 4, pp. 21-34.
18. Cronin, J.J. Jr and Taylor, S.A. (1992), “Measuring service quality: a reexamination and extension”, Journal of Marketing, Vol. 56, July, pp. 55-68.
19. Crosby, L.A. and Stephens, N. (1987), “Effects of relationship marketing on satisfaction, retention, and prices in the life insurance industry”, Journal of Marketing Research, Vol. 24, November, pp. 404-411.
20. Crosby, L.A., Evans, K.R. and Cowles, D. (1990), “Relationship quality in services selling: an interpersonal influence perspective”, Journal of Marketing, Vol. 54, July, pp. 68-81.
21. Danaher, P.J. and Mattsson, J. (1998), “A comparison of service delivery processes of different complexity”, International Journal of Service Industry Management, Vol. 9 No. 1, pp. 48-63.
22. Edell, J.A. and Burke, M.C. (1987), “The power of feelings in understanding advertising effects”, Journal of Consumer Research, Vol. 14, December, pp. 421-433.
23. Falk, R.F. and Miller, N.B. (1992), A Primer for Soft Modelling, University of Akron Press, Akron, OH.
24. Flynn, L. and Goldsmith, R. (1999), “A short, reliable measure of subjective knowledge”, Journal of Business Research, Vol. 46, pp. 57-66.
25. Fornell, C. and Cha, J. (1994), “Partial least squares”, in Bagozzi, R.P. (Ed.), Advanced Methods of Marketing Research, Basil Blackwell Ltd, Oxford.
26. Fornell, C. and Larcker, D.F. (1981), “Evaluating structural equation models with unobservable variables and measurement error”, Journal of Marketing Research, Vol. 18, pp. 39-50.
27. Garthwaite, P.H. (1994), “An interpretation of partial least squares”, Journal of the American Statistical Association, Vol. 89, pp. 122-127.
28. Gaski, J. (1984), “Theory of power and conflict in channels of distribution”, Journal of Marketing, Vol. 48, Summer, pp. 9-29.
29. Grace, D. and O'Cass, A. (2001), “Attributions of service switching: a study of consumers' and providers' perceptions of child-care service deliver”, Journal of Services Marketing, Vol. 15 No. 4, pp. 300-321.
30. Gwinner, K.P., Gremler, D.D. and Bitner, M.-J. (1998), “Relational benefits in services industries: the customer's perspective”, Journal of the Academy of Marketing Science, Vol. 26 No. 2, pp. 101-114.
31. Hair, J.F. Jr, Anderson, R.E., Tatham, R.L. and Black, W.C. (1998), Multivariate Data Analysis, 5th ed., Prentice-Hall, Upper Saddle River, NJ.
32. Handelman, J.M. and Arnold, S.J. (1999), “The role of marketing actions with a social dimension: appeals to the institutional environment”, Journal of Marketing, Vol. 63, June, pp. 33-48.
33. Hellofs, L.L. and Jacobsen, R. (1999), “Market share and customers' perceptions of quality: when can firms grow their way to higher versus lower quality?”, Journal of Marketing, Vol. 63 No. 1, pp. 16-25.
34. Hutton, J.D. and Richardson, L.D. (1995), “Healthscapes: the role of the facility and physical environment on consumer attitudes, satisfaction, quality assessments, and behaviors”, Health Care Management Review, Vol. 20 No. 2, pp. 48-61.
35. Jayanti, R. (1995), “The impact of affective responses on physician evaluations: an exploratory study”, Health Marketing Quarterly, Vol. 12 No. 3, pp. 49-62.
36. Johns, N. (1999), “What is this thing called service?”, European Journal of Marketing, Vol. 33 No. 9/10, pp. 958-973.
37. Krishnan, B.C. and Hartline, M.D. (2001), “Brand equity: is it more important in services?”, Journal of Services Marketing, Vol. 15 No. 5, pp. 328-342.
38. Kroonenberg, P.M. (1990), “Review of ‘Latent variable modeling with partial least squares’ by Jan-Bernd Lohmöller”, Journal of the American Statistical Association, September, pp. 909-910.
39. Leong, S.M., Ang, S.-W. and Low, L.H.L. (1997), “Effects of physical environment and locus of control on service evaluation”, Journal of Retailing and Consumer Services, Vol. 4 No. 4, pp. 231-237.
40. Lohmöller, J.-B. (1981), Latent Variable Modeling with Partial Least Squares, Physica-Verlag, Heidelberg.
41. Low, G.S. and Lamb, C.W. Jr (2000), “The measurement and dimensionality of brand associations”, Journal of Product & Brand Management, Vol. 9 No. 6, pp. 350-368.
42. Lynch, J. and Schuler, D. (1990), “Consumer evaluation of the quality of hospital services from an economics of information perspective”, Journal of Health Care Marketing, Vol. 10 No. 2, pp. 16-22.
43. McDougall, G.H.G. and Levesque, T. (2000), “Customer satisfaction with services: putting perceived value into the equation”, Journal of Services Marketing, Vol. 14 No. 5, pp. 392-410.
44. Martin, C. (1999), “The history, evolution and principles of services marketing: poised for the new millennium”, Marketing Intelligence & Planning, Vol. 17 No. 7, pp. 324-328.
45. O'Cass, A. (2001), “Political marketing – an investigation of the political marketing concept and political market orientation in Australian politics”, European Journal of Marketing, Vol. 35 No. 9, pp. 1003-1025.
46. Ostrom, A. and Iacobucci, D. (1995), “Consumer trade-offs and the evaluation of services”, Journal of Marketing, Vol. 59, January, pp. 17-28.
47. Padgett, D. and Allen, D. (1997), “Communicating experiences: a narrative approach to creating service brand image”, Journal of Advertising, Vol. 26 No. 4, pp. 49-62.
48. Pecotich, A.M.P., Pressley, M. and Roth, D. (1996), “The impact of country of origin in the retail service context”, Journal of Retailing and Consumer Services, Vol. 3 No. 4, pp. 213-224.
49. Pugh, S.D. (2001), “Service with a smile: emotional contagion in the service encounter”, Academy of Management Journal, Vol. 44 No. 3, pp. 1018-1027.
50. Reynolds, K.E. and Beatty, S.E. (1999), “Customer benefits and company consequences of customer-salesperson relationships in retailing”, Journal of Retailing, Vol. 75 No. 1, pp. 11-32.
51. Richins, M.L. (1997), “Measuring emotions in the consumption experience”, Journal of Consumer Research, Vol. 24, September, pp. 127-146.
52. Sherman, E., Mathur, A. and Smith, R.S. (1997), “Store environment and consumer purchase behavior: mediating role of consumer emotions”, Psychology & Marketing, Vol. 14 No. 4, pp. 361-378.
53. Shin, D. and Elliott, K. (2001), “Measuring customers' overall satisfaction: a multi-attributes assessment”, Services Marketing Quarterly, Vol. 22 No. 1, pp. 3-19.
54. Spreng, R.A., Harrell, G.D. and Mackoy, R.D. (1995), “Service recovery: impact on satisfaction and intentions”, Journal of Services Marketing, Vol. 9 No. 1, pp. 15-23.
55. Spreng, R.A., MacKenzie, S.B. and Olshavsky, R.W. (1996), “A reexamination of the determinants of consumer satisfaction”, Journal of Marketing, Vol. 9 No. 1, pp. 15-23.
56. Wakefield, K.L. and Blodgett, J.G. (1996), “The effect of servicescape on customers' behavioral intentions in leisure service settings”, Journal of Services Marketing, Vol. 10 No. 6, pp. 45-61.
57. Wold, H. (1981), “Model construction and evaluation when theoretical knowledge is scarce: theory and application of partial least squares”, in Kmenta, J. and Ramsey, J. (Eds), Evaluation of Econometric Models, Academic Press, New York, NY.
58. Yoo, B. and Donthu, N. (2001), “Developing and validating a multidimensional consumer-based brand equity scale”, Journal of Business Research, Vol. 52 No. 1, pp. 1-14.
59. Zeithaml, V.A. and Bitner, M.-J. (1996), Services Marketing, McGraw-Hill, New York, NY.
60. Richins, M.L. (1983), “Negative word-of-mouth by dissatisfied customers: a pilot study”, Journal of Marketing, Vol. 47 No. 1, pp. 68-78.
61. Sureshchandar, G.S., Rajendran, C. and Anantharaman, R.N. (2001), “A holistic model for total quality service”, International Journal of Service Industry Management, Vol. 12 No. 4, pp. 378-412.