Rock on! An elementary model of customer satisfaction with musical performances

Journal of Services Marketing

Volumn 18, Issue 1, 2004, Pages 7-18

  Minor, Michael S ^a   Brewerton, F J ^a   Hausman, Angela ^a   Wagner, Tillmann ^b  

^a UNIVERSITY OF TEXAS PAN AMERICAN   (United States)

^b UNIVERSITY OF ST GALLEN   (Switzerland)

Author keywords

Customer satisfaction; Entertainment; Music; Performing arts

Indexed keywords

EID: 84993047298     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876040410520672     Document Type: Article

References (38)

1. Arnould, E.J. and Price, L.L. (1993), “River magic: extraordinary experience and the extended service encounter,” Journal of Consumer Research, Vol. 20 No. 1, pp. 24-46.
2. Baker, J. (1987), “The role of the environment in marketing services: the consumer perspective”, in Czepiel, J.A., Congram, C.A. and Shanahan, J. (Eds), The Service Challenge: Integrating for Competitive Advantage, American Marketing Association, Chicago, IL, pp. 79-89.
3. Berscheid, E. and Walster, E. (1974), “Physical attractiveness”, in Berkowitz, L. (Ed.), Advances in Experimental Social Psychology, Academic Press, New York, NY, Vol. 7, pp. 158-216.
4. Bitner, M.J. (1992), “Servicescapes: the impact of physical surroundings on customers and employees”, Journal of Marketing, Vol. 56, April, pp. 57-71.
5. Bouissac, P. (1987), “The marketing of performance”, in Umiker-Sebeok, J. (Ed.), Marketing and Semiotics: New Directions in the Study of Signs for Sale, Mouton de Gruyter, New York, NY, pp. 391-406.
6. Bozman, C. (1994), “The directional influence of music backgrounds in television advertising”, Journal of Applied Business Research, Vol. 10, Winter, pp. 12-18.
7. Chebat, J.-C., Chebat, C.G. and Vaillant, D. (2001), “Environmental background music and in-store selling”, Journal of Business Research, Vol. 54, pp. 115-123.
8. Dubé, L. and Morin, S. (2001), “Background music pleasure and store evaluation: intensity effects and psychological mechanisms”, Journal of Business Research, Vol. 54, pp. 107-113.
9. Corwin, J. (1989), “The business of making music: the case of country music artist Lee Greenwood”, Baylor Business Review, Vol. 7 No. 2, pp. 9-15.
10. Cronin, J.J. Jr and Taylor, S.A. (1992), “Measuring service quality: a reexamination and extension”, Journal of Marketing, Vol. 56 No. 3, pp. 55-68.
11. Czepiel, J.A., Rosenberg, L.J. and Akerele, A. (1974), “Perspectives on consumer satisfaction”, in AMA Educators’ Proceedings, American Marketing Association, Chicago, IL, pp. 119-123.
12. Diesing, P. (1997), “A note on the performing arts”, Journal of Economic Issues, Vol. 31, December, pp. 1059-1060.
13. Dunbar, D.S. (1990), “Music and advertising”, International Journal of Advertising, Vol. 9 No. 3, pp. 197-203.
14. Fisk, R., Grove, S. and John, J. (2000), “All the Web sites are a stage, so marketers, put on a show”, Marketing News, Vol. 34 No. 23, p. 26.
15. Gail, T., Burns, M. and Zeng, Y. (1997), “Your life on hold: the effect of telephone waiting time on customer perception”, Journal of Direct Marketing, Vol. 11, Summer, pp. 25-31.
16. Garbarino, E. and Johnson, M.S. (1999), “The different roles of satisfaction, trust, and commitment in customer relationships”, Journal of Marketing, Vol. 63 No. 2, pp. 70-87.
17. Grove, S.J., Fisk, R.P. and Bitner, M.J. (1992), “Dramatizing the service experience: A managerial approach”, in Schwartz, T.A., Bowen, D.E. and Brown, S.W. (Eds), Advances in Services Marketing and Management, JAI Press, San Francisco, CA, pp. 91-121.
18. Herrington, J.D. and Capella, L.M. (1994), “Practical applications of music in service settings”, Journal of Services Marketing, Vol. 8 No. 3, pp. 50-65.
19. Holbrook, M.B. and Hirschman, E.C. (1982), “The experiential aspects of consumption: consumer fantasies, feelings, and fun”, Journal of Consumer Research, Vol. 9, September, pp. 132-140.
20. Hui, M.K. and Bateson, J.E.G. (1991), “Perceived control and the effects of crowding and consumer choice on the service experience”, Journal of Consumer Research, Vol. 19, September, pp. 174-184.
21. Koku, P.S. (1995), “On bizarreness in the entertainment industry”, Journal of Services Marketing, Vol. 9 No. 4, pp. 19-30.
22. Konecni, V.J. (1982), “Social interaction and musical preference”, in Deutsch, D. (Ed.), The Psychology of Music, Academic Press, New York, NY.
23. Lacher, K.T. (1989), “Hedonic consumption: music as a product”, in Srull, T.K. (Ed.), Advances in Consumer Research, Association for Consumer Research, Provo, UT, Vol. 16, pp. 367-373.
24. Lacher, K.T. and Mizerski, R. (1994), “An explanatory study of the responses and relationships involved in the evaluation of, and in the intention to purchase new rock music”, Journal of Consumer Research, Vol. 21, September, pp. 366-380.
25. Landy, D. and Sigall, H. (1974), “Beauty is talent: task evaluation as a function of the performer’s physical attractiveness”, Journal of Personality and Social Psychology, Vol. 29 No. 3, pp. 299-304.
26. Langrehr, F.W. (1991), “Retail shopping mall semiotics and hedonic consumption”, in Holman, R. and Solomon, M. (Eds), Advances in Consumer Research, Association for Consumer Research, Provo, UT, Vol. 18, pp. 428-433.
27. Martin, C.L. and Pranter, C.A. (1989), “Compatibility management: customer-to-customer relationships in service environments”, Journal of Services Marketing, Vol. 3, Summer, pp. 189-193.
28. Miller, C. (1990), “Imageland: it takes more that music to market today’s rock stars”, Marketing News, Vol. 24 No. 22, pp. 1-2.
29. Milliman, R.E. (1986), “The influence of background music on the behavior of restaurant patrons”, Journal of Consumer Research, Vol. 3 No. 2, pp. 286-289.
30. Nunnally, J. and Bernstein, I.H. (1994), Psychometric Theory, McGraw-Hill, New York, NY.
31. Oakes, S. (2000), “The influence of the musicscape within service environments”, Journal of Services Marketing, Vol. 14 No. 7, pp. 539-556.
32. Oliver, R.L. (1980), “A cognitive model of the antecedents and consequences of satisfaction decisions”, Journal of Marketing Research, Vol. 17, November, pp. 460-469.
33. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), “SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 64 No. 1, pp. 12-40.
34. Park, C.W. and Young, S.M. (1986), “Consumer response to television commercials: the impact of involvement and background music on brand attitude formation”, Journal of Marketing Research, Vol. 23 No. 1, pp. 11-24.
35. Rasmusson, E. (1998), “The music man”, Sales & Marketing Management, Vol. 150 No. 10, pp. 22-26.
36. Turley, L.W. and Fugate, D.L. (1992), “The multidimensional nature of service facilities: viewpoints and recommendations”, Journal of Services Marketing, Vol. 6 No. 3, pp. 37-45.
37. Wakefield, K.L. and Blodgett, J.G. (1999), “Customer response to intangible and tangible service factors”, Psychology and Marketing, Vol. 16 No. 1, pp. 51-68.
38. Yalch, R. and Spangenberg, E. (1990), “Effects of store music on shopping behavior”, Journal of Services Marketing, Vol. 4 No. 1, pp. 31-39.