Customer satisfaction should not be the only goal

Journal of Services Marketing

Volumn 18, Issue 7, 2004, Pages 514-523

  Bennett, Rebekah ^a   Rundle Thiele, Sharyn ^b  

^a UNIVERSITY OF QUEENSLAND   (Australia)

^b GRIFFITH UNIVERSITY   (Australia)

Author keywords

Business to business marketing; Customer loyalty; Customer satisfaction; Services

Indexed keywords

EID: 84993099391     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876040410561848     Document Type: Article

References (44)

1. Ajzen, I. and Fishbein, M. (1980), Understanding Attitudes and Predicting Social Behavior, Prentice-Hall, Englewood Cliffs, NJ.
2. Anderson, E.W. (1994), “Cross-category variation in customer satisfaction and retention”, Marketing Letters, Vol. 5, pp. 19-30.
3. Anderson, J.C. and Gerbing, D.W. (1988), “Structural equation modeling in practice: a review and recommended two-step approach”, Psychological Bulletin, Vol. 103 No. 3, pp. 411-423.
4. Armstrong, J.S. and Overton, T.S. (1977), “Estimating non-response bias in mail surveys”, Journal of Marketing Research, August, pp. 396-402.
5. Bank of America (2003), “Bank of America earns record $2.7b in second quarter; earnings per share rise 29%”, Bank of America media release, July 14, available at: www.bankofamerica.com/newsroom.
6. Biong, H. (1993), “Satisfaction and loyalty to suppliers within the grocery trade”, European Journal of Marketing, Vol. 27 No. 7, pp. 21-38.
7. Bloemer, J.M.M. and Kasper, H.D.P. (1995), “The complex relationship between consumer satisfaction and brand loyalty”, Journal of Economic Pyschology, Vol. 16, pp. 311-329.
8. Bolton, R.N. (1998), “A dynamic model of the duration of the customer's relationship with a continuous service provider: the role of satisfaction”, Marketing Science, Vol. 17 No. 1, pp. 45-65.
9. Bowen, J.T. and Chen, S-L. (2001), “The relationship between customer loyalty and customer satisfaction”, International Journal of Contemporary Hospitality Management, Vol. 13 No. 5, pp. 213-217.
10. Business Review Weekly (2003), “Top 500”, Business Review Weekly, April 24.
11. Choice (2002), “Banks bad and getting worse – 77% of surveyed customers think Federal Government must act”, Australian Consumers Association media release, Marrickville, November 12.
12. Churchill, G.A. Jr (1979), “A paradigm for developing better measures of marketing constructs”, Journal of Marketing Research, Vol. 16, February, pp. 64-73.
13. Cronin, J.J., Brady, M.K. and Hult, T.M.G. (2000), “Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service encounters”, Journal of Retailing, Vol. 76 No. 2, pp. 193-218.
14. Delgado-Ballester, E. and Munuera-Aleman, J.L. (2001), “Brand trust in the context of consumer loyalty”, European Journal of Marketing, Vol. 35 No. 11/12, pp. 1238-1258.
15. Eriksson, K. and Vaghult, A.L. (2000), “Customer retention, purchasing behavior and relationship substance in professional services”, Industrial Marketing Management, Vol. 29, pp. 363-372.
16. Faulkner, M.E. (1998), Business Orientation Scale Development and Psychometric Assessment, School of Marketing, University of South Australia, Adelaide.
17. Fornell, C. and Larcker, D.F. (1981), “Evaluating structural equation models with unobservable variables and measurement error”, Journal of Marketing Research, Vol. 18 No. 2, pp. 39-50.
18. Gerbing, D.W. and Anderson, J.C. (1988), “An updated paradigm for scale development incorporating unidimensionality and its assessment”, Journal of Marketing Research, Vol. 25, May, pp. 186-192.
19. Gronholdt, L., Martensen, A. and Kristensen, K. (2000), “The relationship between customer satisfaction and loyalty: cross-industry differences”, Total Quality Management, Vol. 11 No. 4-6, pp. 509-514.
20. Gundry, L.K. and Welsch, H.P. (2001), “The ambitious entrepreneur: high growth strategies of women-owned enterprises”, Journal of Business Enterprise, Vol. 16, pp. 453-470.
21. Heskett, J.L., Sasser, W.E. Jr and Schlesinger, L.A. (1997), The Service Profit Chain, Free Press, New York, NY.
22. Homburg, C. and Giering, A. (2001), “Personal characteristics as moderators of the relationship between customer satisfaction and loyalty – an empirical analysis”, Psychology and Marketing, Vol. 18 No. 1, pp. 43-66.
23. In-Touch Survey Systems (2003), “Customer satisfaction”, available at: www.intouchsurvey.com/solutions/customer_satisfaction.html (accessed August 20)
24. Jones, M.A. and Suh, J. (2000), “Transaction-specific satisfaction and overall satisfaction: an empirical analysis”, Journal of Services Marketing, Vol. 14 No. 2, pp. 147-159.
25. Lovelock, C.H., Patterson, P.G. and Walker, R.H. (2001), Services Marketing: Australia and New Zealand, Pearson Education Australia, French's Forest.
26. Madden, T.J., Dillon, W.R. and Twible, J.L. (1986), “Construct validity of attitude toward the ad: an assessment of convergent/discriminant dimensions”, in Olson, J. and Sentis, K. (Eds), Advertising and Consumer Psychology, Vol. 3, Praeger, New York, NY, pp. 74-92.
27. Martin, C.L. and Goodell, P.W. (1991), “Historical, descriptive and strategic perspectives on the construct of product commitment”, International Journal of Wine Marketing, Vol. 3 No. 2, pp. 15-22.
28. Mattila, A. (2001), “The impact of product category risk on satisfaction evaluations”, International Journal of Hospitality Management, Vol. 20, pp. 29-43.
29. Mittal, B. and Lassar, W.M. (1998), “Why do customers switch?, The dynamics of satisfaction versus loyalty”, Journal of Services Marketing, Vol. 12 No. 3, pp. 177-194.
30. Mooradian, T.A. and Oliver, J.M. (1997), “‘I can't get no satisfaction’: the impact of personality and emotion on post-purchase processes”, Psychology and Marketing, Vol. 14 No. 4, pp. 379-393.
31. Oliver, R.L. (1980), “A cognitive model of the antecedents and consequences of satisfaction decisions”, Journal of Marketing Research, Vol. 17, November, pp. 460-468.
32. 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, Vol. 2, pp. 1-16.
33. Oliver, R.L. (1996), Satisfaction: A Behavioral Perspective on the Consumer, McGraw-Hill, New York, NY.
34. Oliver, R.L. (1999), “Whence customer loyalty?”, Journal of Marketing, Vol. 63, pp. 33-44.
35. Oliver, R.L. and Linder, G. (1981), “Effect of satisfaction and its antecedents on consumer preference and intention”, Advances in Consumer Research, Vol. 8, pp. 88-93.
36. Page, N. and Eddy, C. (1999), “The correlation between service quality, satisfaction and loyalty”, Australian & New Zealand Marketing Academy Conference, University of New South Wales School of Marketing, Sydney.
37. Patterson, P.G., Johnson, L.W. and Spreng, R.A. (1997), “Modelling the determinants of customer satisfaction for business-to-business professional services”, Journal of the Academy of Marketing Science, Vol. 25 No. 1, pp. 4-17.
38. Peter, J.P. (1981), “Construct validity: a review of basic issues and marketing practices”, Journal of Marketing Research, Vol. 18, May, pp. 133-145.
39. Ringham, L.A., Johnson, L.W. and Morton, C.P. (1994), “Customer satisfaction and loyalty for a continuous consumer service”, Australasian Journal of Market Research, Vol. 2 No. 2, pp. 43-48.
40. Szymanski, D.M. and Henard, D.H. (2001), “Customer satisfaction: a meta-analysis of the empirical evidence”, Journal of the Academy Marketing Science, Vol. 29 No. 1, pp. 16-35.
41. Traylor, M. (1981), “Product involvement and brand commitment”, Journal of Advertising Research, Vol. 21, pp. 51-56.
42. Webster, C. and Sundaram, D.S. (1998), “Service consumption criticality in failure recovery”, Journal of Business Research, Vol. 41, pp. 153-159.
43. Hair, J.F. Jr, Anderson, R.E., Tatham, R.L. and Black, W.C. (1998), Multivariate Data Analysis, Prentice-Hall, Englewood Cliffs, NJ.
44. Martin, C.L. (1998), “Relationship marketing: a high-involvement product attribute approach”, Journal of Product & Brand Management, Vol. 7 No. 1, pp. 6-26.