Satisfaction: A Behavioral Perspective on the Consumer

By Javier Reynoso. 2010

4,500 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/73e84b98a449452a8e848087ec52b99c3363051a

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Organizational Behavior and Human Resource Management

Citations in the corpus

Examining student satisfaction with higher education services: using a new measurement tool (2010, background): “Several satisfaction definitions exist in the (services and consumer marketing) literature and following Oliver (1997)”
A Study of Experiential Quality, Experiential Value, Experiential Satisfaction, Theme Park Image, and Revisit Intention (2018, background): “This finding supports Powpaka’s (1996) contention that outcome quality is perceived as a determinant of overall quality.”
How does perceived firm innovativeness affect the consumer (2011, background): “Consumer satisfaction and consumer loyalty are constructs that are widely accepted as critical determinants for business success in the long run (Oliver, 1997).”
Tourist satisfaction and subjective well-being: An index approach (2018, background): “Oliver (1997) defines tourist satisfaction as a judgment that a product or service feature, or the product or service itself, provided a pleasurable level of consumptionrelated fulfilment, which includes levels of over and under fulfilment.”
How Do AI-driven Chatbots Impact User Experience? Examining Gratifications, Perceived Privacy Risk, Satisfaction, Loyalty, and Continued Use (2020, background): “…as a nonrandom customer behavioral response in business communication research, which describes customers’ long-term commitment to “re-buy[ing] or re-patronis [ing]” their preferred brands even when they are exposed to the marketing efforts of other competitive brands (R. Oliver, 1997, p. 392).”
Extending the Theory of Planned Behavior: Visa Exemptions and the Traveller Decision-making Process (2011, methodology): “Shaping a certain level of expectation using knowledge, thoughts or conscious process of information can be regarded as a cognitive process (Oliver 1997).”
Service quality, satisfaction, and customer loyalty in Airbnb accommodation in Thailand (2017, background): “…loyalty as a concept and business practice in the marketing field has received increased attention by both academics and practitioners due to its importance for organizations (i.e., hotels), since it is associated with customer satisfaction (Oliver, 1997), and profitability (Heskett et al., 2008).”
Customer brand identification, affective commitment, customer satisfaction, and brand trust as antecedents of customer behavioral intention of loyalty: An empirical study in the hospitality sector (2019, methodology): “Behavioral intention, which is a key aspect of loyalty, refers to “a stated likelihood to engage in a behavior” (Oliver, 1997, p. 28).”
The influence of emotions on customer's cognitive evaluations and satisfaction in a service failure and recovery context (2008, background): “Overall satisfaction is defined as customers’ cumulative satisfaction with all previous exchanges, including the most recent one (Maxham & Netemeyer, 2002) or satisfaction that accumulates across a series of transaction or service encounters (Oliver, 1997).”
The Antecedents of Customer Loyalty: An Empirical Investigation in Life Insurance Context (2013, background): “…(Ganesh et al., 2000) Deal proneness (Lichtenstein et al., 1995) Involvement in the category    Overall product or service satisfaction (Oliver 1997) Performance trust and Benevolence trust (Ganesan, 1994) Depth or value of communication (Morgan and Hunt, 1994) Firm or brand image…”
The measurement of the construct satisfaction in higher education (2009, background): “…it becomes fundamental not to confuse those aspects that influence product selection with those aspects that influence product satisfaction (Oliver, 1997), in other words, in the measurement of students’ satisfaction in higher education, influential aspects of the selection of a university…”
Determinants of Restaurant Customers' Loyalty Intentions: A Mediating Effect of Relationship Quality (2008, background): “Indeed, this evaluative process-oriented approach has been frequently adapted by many researchers and is believed to be an efficient way to assess the level of customer satisfaction (Oliver, 1997; Yi, 1990).”
Delight by Design: The Role of Hedonic versus Utilitarian Benefits (2008, background): “Therefore, we posit that products that meet or exceed utilitarian expectations will evoke low arousal feelings of confidence and security leading to satisfaction—an emotion that is also low in arousal (Hunt 1977; Oliver (1997, p. 300); Russell 1980).”
Language Abstraction in Word of Mouth (2010, background): “When consumers are very satisfied or dissatisfied, they are more likely to spread word of mouth (Oliver, 1997).”
Does Cultural Difference Affect Customer’s rEsponse in a Crowded Restaurant Environment? a Comparison of American Versus Chinese Customers (2010, background): “Other researches (Folkes, 1988; Oliver, 1997) showed that attribution plies significant influence on complaints, inquiries for redress, and word-of-mouth behavior.”
Higher Education Institutions: Satisfaction and Loyalty among International Students (2009, neutral): “…argues that satisfaction with education service Higher Education Institutions 67 augmenters plays a significant role in creating a feeling of loyalty toward the education institution (cf. Fournier & Mick, 1999; Lovelock, 1996; Oliver, 1997, 1999; Rust & Oliver, 2000; Szymanski & Henard, 2001).”