Background

1. LKM Chapter 2 (Consumer Behavior) and Appendix B (Objectives and Utilities).

2. David R. Bell, Teck-Hua Ho and Christopher S. Tang 1998), Determining Where to Shop:  Fixed and Variable Costs of Shopping,” Journal of Marketing Research, 35 (3), 352-69.  Note: 

   For background on Bell et al’s approach to modeling customer intentions and behavior, See:  Ho, Teck H., Noah Lim, and Colin F. Camerer (2006), “Modeling the Psychology of Consumer and Firm Behavior with Behavioral Economics,” Journal of Marketing Research, 43 (3), 307-31.
    

3. Oliver, Richard L. (1980), “A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions,” Journal of Marketing Research, 27 (November), 460-9.

4. Geyskens, Inge, Jan-Benedict E. M. Steenkamp and Nirmala Kumar (1998), “Generalizations about trust in marketing channel relationships using meta-analysis,” International Journal of Research in Marketing, 15, 223-48.

Satisfaction

5. Tse, David K. and Peter C. Wilton (1988), “Models of Consumer Satisfaction Formation,” Journal of Marketing Research, 25 (May), 204-12.

6. Smith, Amy K., Ruth N. Bolton and Janet Wagner (1999), “A Model of Customer Satisfaction With Service Encounters Involving Failure and Recovery,” Journal of Marketing Research, 36 (3), 356-72.

7. Fournier, Susan and David Glen Mick (1999), “Rediscovering Satisfaction,” Journal of Marketing, 63 (4), 5-23.

Service Quality, Trust, Commitment and Regret

8. Rust, Roland T., J. Jeffrey Inman, Jianmin Jia and Anthony Zahorik (1999), “What You Don’t Know About Customer-Perceived Quality:  The Role of Customer Expectation Distributions,” Marketing Science, 18 (1), 77-92.

9. Garbarino, Ellen and Mark S. Johnson (1999), “The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships,” Journal of Marketing, 63 (2), 70-87.

10. Sirdeshmukh, Deepak, Jagdip Singh and Barry Sabol (2002), “Consumer Trust, Value and Loyalty in Relational Exchanges,” Journal of Marketing, 66 (1), 15-37.

11. Inman J.J., J.S. Dyer, and J. M. Jia (1997), “A generalized utility model of disappointment and regret effects on post-choice valuation,” Marketing Science, 16 (2), 97-111.

Intentions

12. Mittal, V., Kumar, P., Tsiros, M. (1999), Attribute Performance, Satisfaction, and Behavioral Intentions Over Time: A Consumption System Approach, Journal of Marketing, 63 (2), 88-101.

13. Chandon, Pierre, Vicki G. Morwitz, & Werner J. Reinartz (2005), “Do Intentions Really Predict Behavior? Self-Generated Validity Effects in Survey Research,” Journal of Marketing 69 (2).

Moderating Influences in Models of Intentions and Behavior

14. Seiders, Kathleen, Glenn B. Voss, Dhruv Grewal and Andrea L. Godfrey (2005), “Do Satisfied Customers Buy More? Examining Moderating Influences in a Retailing Context,” Journal of Marketing 69 (4). 

Word of Mouth Recommendations

15. Keiningham, Timothy L., Bruce Cooil, Tor Wallin Andreasen and Lerzan Aksoy (2007), “A Longitudinal Examination of Net Promoter and Firm Revenue Growth," Journal of Marketing, Vol. 71, No. 3).  [MSI/H. Paul Root Award 2008.]

1. What is the difference (in terms of construct definitions, measurement) between service quality, service satisfaction, and a favorable attitude (feeling) about the service provided?

2. What are the antecedents and consequences of satisfaction? What relationships are well-established?  What relationships require further investigation?  What challenges do you foresee to future research?

3. How are satisfaction and commitment different?  How are commitment and purchase intentions different?  How are commitment and loyalty different?  What are the antecedents and consequences of commitment?

4. Compare the Seiders et al (2005) article with Mittal, Vikas and Wagner Kamakura (2001), “Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics,” Journal of Marketing Research, 38 (1).  2006 William F.  O’Dell Award.

1. Write a critical review of two articles.

2. Write a two or three page (double-spaced) answer to one of the discussion questions.