TY - JOUR
T1 - Service set similarities in patterns of consumer satisfaction/dissatisfaction
AU - Zinkhan, George M.
AU - Wallendorf, Melanie
N1 - Funding Information:
* Author’s address: George M. Zinkhan, University of Hous-ton, Department of Marketing, University Park 323-M. Houston, TX 77004, USA. ** Author’s address: Melanie Wallendorf, University Arizona, College of Business and Public Administration, Department of Marketing, Tucson, AZ 85721, USA. ’ The authors are indebted to Professor Steve Ash (The University of Western Ontario), Professor Keith Hunt (Brigham Young University), Professor Jim Barnes (Memo-rial University), Professor Gabe Biehal (University of Hous-ton), and Lee McCabe, formerly of the Consumer Research and Evaluation Branch, Consumer and Corporate Affairs of Canada for their assistance and comments on earlier ver-sions of the work. This study is part of a project funded by a grant to the second author from the Consumer Research and Evaluation Branch of Consumer and Corporate Affairs of Canada.
PY - 1985
Y1 - 1985
N2 - Consumer problems with products and services may occur in identifiable patterns. By studying the patterns of consumer dissatisfaction across 22 services, a service set approach to satisfaction/dissatisfaction is developed. Through the use of principal components analysis, target analysis, and multiple regression analysis, two hypotheses are tested about service sets for a randomly selected sample of 922 Canadians, both French and English speaking. The results of this analysis suggest that consumer problems with services across time seem to be partially explained by individual differences - such as age, income. and education - and partially explained by characteristics of the services themselves. Together, these influences may provide a better theoretical explanation for consumer satisfaction/dissatisfaction than do the more commonly used individual difference variables when taken alone.
AB - Consumer problems with products and services may occur in identifiable patterns. By studying the patterns of consumer dissatisfaction across 22 services, a service set approach to satisfaction/dissatisfaction is developed. Through the use of principal components analysis, target analysis, and multiple regression analysis, two hypotheses are tested about service sets for a randomly selected sample of 922 Canadians, both French and English speaking. The results of this analysis suggest that consumer problems with services across time seem to be partially explained by individual differences - such as age, income. and education - and partially explained by characteristics of the services themselves. Together, these influences may provide a better theoretical explanation for consumer satisfaction/dissatisfaction than do the more commonly used individual difference variables when taken alone.
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U2 - 10.1016/0167-8116(85)90015-1
DO - 10.1016/0167-8116(85)90015-1
M3 - Article
AN - SCOPUS:11144278047
SN - 0167-8116
VL - 2
SP - 227
EP - 235
JO - International Journal of Research in Marketing
JF - International Journal of Research in Marketing
IS - 3
ER -