CONSUMER SATISFACTION WITH A NEW, HIGH CONTACT SERVICE: AN ASSESSMENT OF COMPETING MODELS IN A NEW CONTEXT.

Persistent Link:
http://hdl.handle.net/10150/187618
Title:
CONSUMER SATISFACTION WITH A NEW, HIGH CONTACT SERVICE: AN ASSESSMENT OF COMPETING MODELS IN A NEW CONTEXT.
Author:
GARLAND, BARBARA CAROLYN.
Issue Date:
1983
Publisher:
The University of Arizona.
Rights:
Copyright © is held by the author. Digital access to this material is made possible by the University Libraries, University of Arizona. Further transmission, reproduction or presentation (such as public display or performance) of protected items is prohibited except with permission of the author.
Abstract:
This study tests two competing theories of consumer satisfaction within the context of a high contact service, the disconfirmation of expectations theory and the value-percent disparity theory. In addition, it examined the strength of these theories when a new construct dealing with role performance was added. This service is a librarian-assisted, computerized information retrieval service, for the compilation of bibliographies. The study involved the experimental manipulation of consumer expectations about product-outcome attributes and about role performance attributes as well as actual performance for both types of expectation. The medium selected for the experiment was the observation of the roleplay by three actors involved in the service purchase process. The relative strength of the competing theories was then tested using multiple regression.
Type:
text; Dissertation-Reproduction (electronic)
Keywords:
Consumers.; Satisfaction.; Service industries -- Marketing.; Consumers' preferences.
Degree Name:
Ph.D.
Degree Level:
doctoral
Degree Program:
Marketing; Graduate College
Degree Grantor:
University of Arizona

Full metadata record

DC FieldValue Language
dc.language.isoenen_US
dc.titleCONSUMER SATISFACTION WITH A NEW, HIGH CONTACT SERVICE: AN ASSESSMENT OF COMPETING MODELS IN A NEW CONTEXT.en_US
dc.creatorGARLAND, BARBARA CAROLYN.en_US
dc.contributor.authorGARLAND, BARBARA CAROLYN.en_US
dc.date.issued1983en_US
dc.publisherThe University of Arizona.en_US
dc.rightsCopyright © is held by the author. Digital access to this material is made possible by the University Libraries, University of Arizona. Further transmission, reproduction or presentation (such as public display or performance) of protected items is prohibited except with permission of the author.en_US
dc.description.abstractThis study tests two competing theories of consumer satisfaction within the context of a high contact service, the disconfirmation of expectations theory and the value-percent disparity theory. In addition, it examined the strength of these theories when a new construct dealing with role performance was added. This service is a librarian-assisted, computerized information retrieval service, for the compilation of bibliographies. The study involved the experimental manipulation of consumer expectations about product-outcome attributes and about role performance attributes as well as actual performance for both types of expectation. The medium selected for the experiment was the observation of the roleplay by three actors involved in the service purchase process. The relative strength of the competing theories was then tested using multiple regression.en_US
dc.typetexten_US
dc.typeDissertation-Reproduction (electronic)en_US
dc.subjectConsumers.en_US
dc.subjectSatisfaction.en_US
dc.subjectService industries -- Marketing.en_US
dc.subjectConsumers' preferences.en_US
thesis.degree.namePh.D.en_US
thesis.degree.leveldoctoralen_US
thesis.degree.disciplineMarketingen_US
thesis.degree.disciplineGraduate Collegeen_US
thesis.degree.grantorUniversity of Arizonaen_US
dc.contributor.committeememberWestbrook, Roberten_US
dc.contributor.committeememberReilly, Michaelen_US
dc.contributor.committeememberUmashankar, Sushilaen_US
dc.identifier.proquest8405497en_US
dc.identifier.oclc690652711en_US
All Items in UA Campus Repository are protected by copyright, with all rights reserved, unless otherwise indicated.