A canonical model of consumer evaluations and theoretical bases of expectations

Dawn Iacobucci, Amy Ostrom, Bridgette M. Braig, Alexa Bezjian-Avery

Research output: Contribution to journalArticle

22 Citations (Scopus)

Abstract

In this article, we examine the variety of models that have been offered to describe the consumer evaluations of “service quality” and “customer satisfaction.” We focus on their conceptual similarities, including their basic focal constructs and interrelationships. In addition, we provide a conceptual and diagrammatic literature review of the major competing models of service quality and customer satisfaction. We then focus on one aspect of that canonical model of consumer evaluations—the component of consumer-held expectations. We aim for a theoretical psychological understanding of those consumer expectations: what they are, how they are formed, how they are used, and so forth. We believe the inclusion of cognitive psychological explanations can enhance an in-depth theoretical description of expectations and the consumer evaluation process.

Original languageEnglish (US)
Pages (from-to)1-44
Number of pages44
JournalAdvances in Services Marketing and Management
Volume5
Issue numberC
DOIs
StatePublished - Jan 1 1996
Externally publishedYes

Fingerprint

Consumer evaluation
Customer satisfaction
Psychological
Quality of service
Consumer expectations
Inclusion
Interrelationship
Literature review

ASJC Scopus subject areas

  • Marketing
  • Business, Management and Accounting (miscellaneous)

Cite this

A canonical model of consumer evaluations and theoretical bases of expectations. / Iacobucci, Dawn; Ostrom, Amy; Braig, Bridgette M.; Bezjian-Avery, Alexa.

In: Advances in Services Marketing and Management, Vol. 5, No. C, 01.01.1996, p. 1-44.

Research output: Contribution to journalArticle

Iacobucci, Dawn ; Ostrom, Amy ; Braig, Bridgette M. ; Bezjian-Avery, Alexa. / A canonical model of consumer evaluations and theoretical bases of expectations. In: Advances in Services Marketing and Management. 1996 ; Vol. 5, No. C. pp. 1-44.
@article{9611e9bfd33048418cb11abd90d0ade6,
title = "A canonical model of consumer evaluations and theoretical bases of expectations",
abstract = "In this article, we examine the variety of models that have been offered to describe the consumer evaluations of “service quality” and “customer satisfaction.” We focus on their conceptual similarities, including their basic focal constructs and interrelationships. In addition, we provide a conceptual and diagrammatic literature review of the major competing models of service quality and customer satisfaction. We then focus on one aspect of that canonical model of consumer evaluations—the component of consumer-held expectations. We aim for a theoretical psychological understanding of those consumer expectations: what they are, how they are formed, how they are used, and so forth. We believe the inclusion of cognitive psychological explanations can enhance an in-depth theoretical description of expectations and the consumer evaluation process.",
author = "Dawn Iacobucci and Amy Ostrom and Braig, {Bridgette M.} and Alexa Bezjian-Avery",
year = "1996",
month = "1",
day = "1",
doi = "10.1016/S1067-5671(96)05049-4",
language = "English (US)",
volume = "5",
pages = "1--44",
journal = "Advances in Services Marketing and Management",
issn = "1067-5671",
publisher = "Elsevier BV",
number = "C",

}

TY - JOUR

T1 - A canonical model of consumer evaluations and theoretical bases of expectations

AU - Iacobucci, Dawn

AU - Ostrom, Amy

AU - Braig, Bridgette M.

AU - Bezjian-Avery, Alexa

PY - 1996/1/1

Y1 - 1996/1/1

N2 - In this article, we examine the variety of models that have been offered to describe the consumer evaluations of “service quality” and “customer satisfaction.” We focus on their conceptual similarities, including their basic focal constructs and interrelationships. In addition, we provide a conceptual and diagrammatic literature review of the major competing models of service quality and customer satisfaction. We then focus on one aspect of that canonical model of consumer evaluations—the component of consumer-held expectations. We aim for a theoretical psychological understanding of those consumer expectations: what they are, how they are formed, how they are used, and so forth. We believe the inclusion of cognitive psychological explanations can enhance an in-depth theoretical description of expectations and the consumer evaluation process.

AB - In this article, we examine the variety of models that have been offered to describe the consumer evaluations of “service quality” and “customer satisfaction.” We focus on their conceptual similarities, including their basic focal constructs and interrelationships. In addition, we provide a conceptual and diagrammatic literature review of the major competing models of service quality and customer satisfaction. We then focus on one aspect of that canonical model of consumer evaluations—the component of consumer-held expectations. We aim for a theoretical psychological understanding of those consumer expectations: what they are, how they are formed, how they are used, and so forth. We believe the inclusion of cognitive psychological explanations can enhance an in-depth theoretical description of expectations and the consumer evaluation process.

UR - http://www.scopus.com/inward/record.url?scp=83455236642&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=83455236642&partnerID=8YFLogxK

U2 - 10.1016/S1067-5671(96)05049-4

DO - 10.1016/S1067-5671(96)05049-4

M3 - Article

AN - SCOPUS:83455236642

VL - 5

SP - 1

EP - 44

JO - Advances in Services Marketing and Management

JF - Advances in Services Marketing and Management

SN - 1067-5671

IS - C

ER -