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

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.

Name thesis:degree_name

Ph.D.

Level thesis:degree_level

doctoral

Discipline thesis:degree_discipline

Marketing

Grantor dc:publisher

The University of Arizona.

Year dc:date.issued

1983

Author dc:creator

• GARLAND, BARBARA CAROLYN.

Committee members dc:contributor.committeemember

• Westbrook, Robert
• Reilly, Michael
• Umashankar, Sushila

• Consumers.
• Satisfaction.
• Service industries -- Marketing.
• Consumers' preferences.

Statement dc: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.

Language dc:language.iso

en

Handle dc:identifier.uri

http://hdl.handle.net/10150/187618

OAI identifier oai:identifier

oai:repository.arizona.edu:10150/187618