Feb 01, · Step 1: Undertake a customer satisfaction survey. First and foremost, attributes of an organisation's product or service are identified based on a thorough literature review in each application area or by interviews ([Levenburg and Magal, ], [Martilla and James, ], [Skok et al., ]).Then, a survey is developed regarding the identified attributes of an organisation's product or Jul 01, · Measurement type according to CE definition and CE strategies. CE does not work under a closed system. Circularity has direct and indirect effects on the economy (Potting et al., ).Its assessment can rely on direct and indirect indicators when data is unavailable, e.g. the proportion of PSS related to CE cannot be assessed yet, but indirect data from companies' report and surveys blogger.com is the one place where you find help for all types of assignments. We write high quality term papers, sample essays, research papers, dissertations, thesis papers, assignments, book reviews, speeches, book reports, custom web content and business papers
edu no longer supports Internet Explorer. To browse Academia. edu and the wider internet faster and more securely, please take a few seconds to upgrade your browser. Log In with Facebook Log In with Google Sign Up with Apple. Remember me on this computer. Enter the email address you signed up with and we'll email you a reset link. Need an account? Click here to sign up. Download Free PDF. Download PDF Download Full PDF Package This paper. A short summary of this paper. Assimilation- Contrast Theory An Evaluation on the Expectation Theories Physical and Psychological Atributes Product Complexity Durable vs Non-Durable Goods Taking Desires Into Consideration Effect of Norms Complaint Behavior Negative WOM The marketing concept emphasizes delivering satisfaction to consumers and obtaining profits in return.
As a result, overall quality of life is expected to be enhanced. Thus, consumer satisfaction is crucial to meeting various needs of consumers, business, and society. The realization of this importance has led to a proliferation of research on consumer satisfaction over the past two decades.
Consumers compare their perceptions of product performance with a set of standards. Confirmation results when the perceived performance matches standards, whereas disconfirmation results from a mismatch. Confirmation and disconfirmation are expected to determine consumer satisfaction or dissatisfaction. This paper provides a review on consumer satisfaction in four areas: 1 definition and importance of satisfaction, 2 antecedents or determinants, 3 measurement of satisfaction, 4 consequences of consumer satisfaction.
An emphasis is placed on providing a conceptual basis for understanding existing literature in definition part, developing e-service quality scales a literature review. If the product meets his developing e-service quality scales a literature review, the consumer is satisfied; if it exceeds them the consumer is highly satisfied; but if it falls short the consumer is dissatisfied, developing e-service quality scales a literature review. Besides, customers having different characteristics can introduce variability in the satisfaction retention relationship.
Business organizations can use these measurements to improve their business results. Measurement of customer satisaction requires quantitative and qualitative methods. Consequences of satisfaction come out in two different forms.
In case of high satisfaction or at least no dissatisfaction, the customers keep their purchasing. The customers whose experiences exceed their expectations provide a positive word of mouth as well as they continue to be a loyal customer for the company.
However, in case of dissatisfaction or defection, customers may complain and stop purchasing. At least, they start distributing negative word of mouth. Instead, they now are targeting fewer, more profitable customers. Since consumerism today is such a complex evidence as developing e-service quality scales a literature review with other ecological, social, political, ethical, economic, and technological problems, one who attempts to discover satisfaction is required to discover also the relation to all those aspects one by one.
It is the most frequent question being raised about consumerism: What are the sources of consumer dissatisfaction? One may also assume that consumerism is a frustration on the part of consumers who have been promised much and have realized less. This motive can be concluded as a major force to drive consumerism. We can consider satisfaction as a major output of Marketing-activity that links the processes involved in purchase and consumption.
It also links postpurchase phenomena such as attitude change, repeat purchase, and brand loyalty. The positioning of the concept in the core of Marketing is reflected by the consideration that profits are generated through the satisfaction of consumer needs and wants.
The appearant need to translate this important Marketing concept into daily operational practice has directed researchers to development and measurement of consumer satisfaction. Consumer satisfaction began to rise up as a legitimate field of inquiry in the early s.
We can point out The U. Department of Agriculture's Index of Consumer Satisfaction Pfaff, as a pioneering study to report direct information on consumer satisfaction to policy makers. Understanding Satisfaction vs Dissatisfaction Conceptually, satisfaction is an outcome of purchase and use resulting from the buyer's comparison of the rewards and costs of the purchase in relation to the anticipated consequences.
However, it is also suggested that there needs to be a separate consideration for different levels of satisfaction with different ranges of effect and varying imagnitudes of impact on business results. Best, The Random House Dictionary states: "dissatisfaction results from contemplating what falls short of one's wishes or expectations.
Anderson 1. A Broader view on Importance of Satisfaction Customer Satisfaction is today considered as a valuable Marketing performance metric.
Customer satisfaction measurement has been getting importance in business practices especially for the last decade, developing e-service quality scales a literature review. The metric is getting popular since, Customer developing e-service quality scales a literature review is a forward looking indicator of business success that measures how well customers will respond to the company in the future.
Other measures of market performance, such as sales and market share, are backward looking measures of success. They tell, how well the firm has done in the past, but not how well it will do in the future.
However, in real life when we consider the distribution of different satisfaction levels that result such an average index, we may possibly observe that it is made of developing e-service quality scales a literature review satisfaction levels. Such insights are helpful for businesses to devise their strategies in managing their customer portfolio.
Profit Impact of Dissatisfaction Dissatisfaction on the other hand has some important implications for the future of a business. A customer centric firm must pay attention to dis-satisfied customers as much as it pays to the ones that are satisfied.
Because developing e-service quality scales a literature review customers are not expected to discontinue purchasing and exit leaving the company with an erasion or customer portfolio. Yet this is not the nly issue to be considered. TARP, developing e-service quality scales a literature review, They usually exit, walk and talk. They start producing negative WOM. Sometimes the situation even gets worse. they try to ease their dissatisfaction by telling to other, trying to affect the other potential customer by destroying the reputation of the firm in market place Best, The considerations extend from psychological to physical developing e-service quality scales a literature review from normative to positive aspects.
However, in most of the cases the consideration is focused on two basic constructs as customers expectations prior to purchase or use of a product and his relative perception of the performance of that product after the using it.
Expectation and Perceived Product Performance Expectations of a customer on a product tell us his anticipated performance for that product.
As it is suggested in the literature consumers may have various "types" of expectations when forming opinions about a product's anticipated performance. For example, four types of expectations are identified by Miller : ideal, expected, minimum tolerable, and desirable.
While, Day indicated among expectations, the ones that are about the costs, the product nature, the efforts in obtaining benefits and lastly expectations of social values. Perceived product performance is considered as an important construct due to its ability to allow making comparisons with the expectations. It is considered that customers judge products on a limited set of norms and attributes. Olshavsky and Miller and Olson and Dover designed their researches as to manipulate actual product performance, and their aim was to find out how perceived performance ratings were influenced by expectations.
These studies took out the discussions about explaining the differences between expectations and perceived performance. Here, we will have an overview of those theories to base a better understanding of the mechanisms that play an important role in satisfaction process. Assimilation Theory Cognitive Dissonance According to the theory of Festingeran unmatched expectancy, creates a state of dissonance or "psychological discomfort" because the outcome conflicts with the costumer's original hypothesis.
It is suggested by the that an individual has cognitive elements or "knowledges" about his past behavior, his beliefs and attitudes, and his environments. Receiving various kinds of product information from their own experience, associates, advertisements, and salesmen, the consumers turns them into cognitions and would like them to be consistent with each other.
In case an individual receives two ideas which are psychologically dissonant, he relentlesly tries to reduce this mental discomfort by changing or distorting one or both of the cognitions to form them into a more consonant way. In our case, when there is a disparity between expectations for a product and the actual performance of that product, the consumer is driven to reduce the psychological discomfort generated by changing his perception of the product to bring it more into line with his expectations.
Implication of this theory is that, the promotional mix for a product should substantially lead expectations above product performance to obtain a higher consumer evaluation or perception of the company's product.
A major criticism to this theory is that the individual, instead of learning from his purchasing mistakes, actually increases the probability of making them again through his efforts to reduce post-purchase dissonance by justification and rationalization of his decisions.
Contrast theory suggests that in case the expectations are not matched by actual product performance, the surprise effect or contrast between expectations and outcome will cause the consumer to exaggerate or magnify the difference.
Here it is implied that a little understatement of the product's qualities in advertising might result in higher customer satisfaction with the offered product. Likewise an unpleasant result would be perceived as more unpleasant uner the same conditions. They asked their respondents to taste bitter and sweet solutions, manipulating their expectations regarding the tastes, and recorded their evaluations under the various conditions. When the bitter solution was expected and the sweet solution tasted, an unmatched expectancy resulted in a rating of less sweet which would support contrast theory.
Carlsmith and Aronson made an explanation of this confict by suggesting that an unmatched expectancy would end in a hedonically negative state in the emotions of customers which causes them to generalize this negative effect to all other objects. The theory implies that any unmatched expectation wheter or not it is regardles of being exceeded or left in short, developing e-service quality scales a literature review, would result in a lower level of perceived performance rating in comparison to actual or objective performance, developing e-service quality scales a literature review.
Assimilation- Contrast Theory This theory considered to combined version of the two theories that are Assimilation and Contrat. It suggests that when the difference between expectations and perceived product performance is at an acceptable level to a customer then the customer would assimilate is perception towards hs expectations.
However, if the difference arising from an unmatched expectation is falling beyond the customers acceptance limit, then the customer magnify this difference Anderson, The theory implies that expectation of customers should be elevated by the promotional efforts until such a level that it would successfully position below the levelf rejection for the as to benefit the magnifying effect of contrast for the difference. An Evaluation on the Expectation Theories In our thinking Assimilation-Contrast theory was a good attempt to explain the phenomena.
We also noticed that Generalized Negativity Theory in fact dealt with an impractical situation where the researchers considered expectations of sweet and bitter solutions.
How To Write A Literature Review In 3 Simple Steps (FREE Template With Examples)
, time: 40:13
“Constructing experiential learning for online courses: the birth of e-service.” Educause Quarterly. January. Guthrie, Kathy L. and Holly McCracken. “Teaching and Learning Social Justice through Online Service-Learning Courses.” The International Review of Research in Open and Distributed Learning. 11(3): For example, we find that satisfaction is best specified as a function of perceived quality and "disconfirmation"--the extent to which perceived quality fails to match prepurchase expectations. Surprisingly, 50 expectations do not directly affect satisfaction, as is often suggested in the satisfaction literature Introduction. Depressive disorder is mental disorder that highly occurs among the cancer patients worldwide. 1,2 Prior studies established that the prevalence of depression is high and varies between 4% and 58%. 3 The research documented that low sociodemographic characteristics, utilization of substances or medical drugs, history of depression, community and family perceptions towards the
No comments:
Post a Comment