Systematically Varying Consumer Satisfaction and its Implications for Product Choice

Shaun McQuitty · Adam H.R. Finn · James B. Wiley

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Consumer Market Behavior and Pricing Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence

Abstract

Shaun McQuitty is an Assistant Professor in the Department of Marketing at New Mexico State University, Adam Finn is the Ronald K. Banister Professor of Marketing in the Department of Marketing, Business Economics, and Law at the University of Alberta, and, James B. Wiley is Professor of Marketing Science at the Victoria University of Wellington. All correspondence should be addressed to Shaun McQuitty, Department of Marketing / MSC 5280, College of Business Administration and Economics, New Mexico State University, P.O. Box 30001, Las Cruces, New Mexico, 88003-8001. Phone (505) 646-1463. Fax (505) 646-1498. email: mcquitty@nmsu.edu. The authors would like to thank Mike Hyman, the editor, and three anonymous reviewers for their valuable comments regarding earlier drafts of this article.

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1970Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States.1999Whence Consumer Loyalty?1992A National Customer Satisfaction Barometer: The Swedish Experience 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings

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