CONSUMER SATISFACTION WITH A NEW, HIGH CONTACT SERVICE: AN ASSESSMENT OF COMPETING MODELS IN A NEW CONTEXT.
type: CreativeWork
description: 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.
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.
author: GARLAND, BARBARA CAROLYN.
language: en
keywords: Consumers., Satisfaction., Service industries -- Marketing., Consumers' preferences.
date published: 1983
date modified: 2026-07-24T00:56:34Z
provider: University of Arizona
publisher: Networked Digital Library of Theses and Dissertations
type: WebPage
source organization: The University of Arizona.

PropertyValue
property ID: Handle
value: http://hdl.handle.net/10150/187618