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Open AccessJournal Article

Satisfaction: A Behavioral Perspective on the Consumer

Janis Dietz
- 22 Sep 1997 - 
- Vol. 14, pp 401-404
About: 
This article is published in Journal of Consumer Marketing.The article was published on 1997-09-22 and is currently open access. It has received 1904 citations till now. The article focuses on the topics: Perspective (graphical).

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Developing and validating a multidimensional consumer-based brand equity scale

Boonghee Yoo, +1 more
- 01 Apr 2001 - 
TL;DR: In this article, the authors report the results of a multistep study to develop and validate a multidimensional consumer-based brand equity scale (MBE) drawn from Aaker's and Keller's conceptualizations of brand equity.
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E-satisfaction and e-loyalty: A contingency framework

Rolph E. Anderson, +1 more
- 01 Feb 2003 - 
TL;DR: In this paper, the authors investigated the impact of satisfaction on e-loyalty in the context of electronic commerce and found that consumers' individual level factors and firms' business level factors moderated the relationship between satisfaction and e-satisfaction.
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Linking Service Climate and Customer Perceptions of Service Quality: Test of a Causal Model

Benjamin Schneider, +2 more
- 01 Apr 1998 - 
TL;DR: Results indicated that the model in which the foundation issues yielded aClimate for service, and climate for service in turn led to customer perceptions of service quality, fit the data well, however, subsequent cross-lagged analyses revealed the presence of a reciprocal effect for climate and customer perceptions.
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When Good Brands Do Bad

Jennifer Aaker, +2 more
- 01 Jun 2004 - 
TL;DR: In this paper, a longitudinal field experiment examined the evolution of consumer-brand relationships and found that relationships with sincere brands deepened over time in line with friendship templates, and relationships with exciting brands evinced a trajectory characteristic of short-lived flings.
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A Framework for Customer Relationship Management

Russell S. Winer
- 01 Jul 2001 - 
TL;DR: In this paper, the authors developed a comprehensive CRM model incorporating seven phases: database creation, analysis of the database, customer selection, customer targeting, relationship marketing, privacy issues, and new metrics necessary for evaluating the CRM effort.