Mitch Griffin

The nature of satisfaction: An updated examination and analysis

Abstract The preponderance of recent satisfaction research focuses on things that cause satisfaction. Measurement articles addressing the precise conceptualization of consumer satisfaction are more than a decade old. In that time, many advances in analytical approaches used to delineate and operationalize latent constructs have been made. The research presented here uses advances in both satisfaction research and measurement theory to provide a more precise view of consumer satisfaction and dissatisfaction than has been previously offered. While some researchers have used indicators that, arguably, lack face validity due to contamination of other closely related constructs, the conceptualization offered here maximizes face validity and is more true to the nature of reflective indicators of latent constructs. Additionally, the possibility of distinct satisfaction and dissatisfaction constructs is investigated.

Modeling consumer satisfaction and word‐of‐mouth: restaurant patronage in Korea

Purpose – The research seeks to extend the notions of utilitarian and hedonic value to account for outcomes of consumer service encounters.Design/methodology/approach – The research question is examined using a sample of Korean restaurant consumers who used a structured questionnaire to evaluate their dining experience. Structural equations analysis is used to test various research hypotheses and examine the extent to which consumer service value mediates the effect of the environment on customer satisfaction and future intentions.Findings – Key findings include the ability of the consumer service value scale to account for utilitarian and hedonic value, the role of functional and affective service environment components in shaping consumer satisfaction and future patronage intentions and the relative diagnosticity of positive affect.Research limitations/implications – There is a need to extend the results to a diverse range of cultures.Practical implications – Restaurant managers should place increased e...

Shopping Values of Russian Consumers: The Impact of Habituation in a Developing Economy

Abstract In this research, we report upon comparative measures of shopping value in the U.S. and Russian. Given the relatively limited shopping environments provided to Russian consumers, one would anticipate that the measures we examine would reflect much higher evaluations for U.S. shoppers. We inject doubt into that expectation through resort to habituation theory. Habituation theory, for which a number of articles have appeared in the 1990s reflects the belief that for emotional and physiological reactions, consumer evaluations may be subject to adaptation. Consumers exposed to relatively poor conditions may nevertheless adapt and show little difference in enjoyment than those who benefit from richer conditions. Consumers, in short, adapt to their surroundings and produce measures of evaluation that reflect their interaction with the environment. Our research results find evidence of this adaptation. Shoppers in Russia report lower ratings in the utility of their shopping systems, specifically their ability to complete a shopping task. Contrarily, their reports for hedonic values, or the pleasure derived from using their shopping systems, are similar to those in the U.S. We conclude that habituation is more likely to meaningfully affect hedonic values as compared to utilitarian. These results also suggest that the evaluation of measures of pleasure or satisfaction for consumers may need to be scrutinized carefully for evidence of the habituation effect to insure correct interpretation.

A cross-cultural investigation of the materialism construct: Assessing the Richins and Dawson's materialism scale in Denmark, France and Russia

Abstract Richins and Dawsons materialism scale is a widely applied measurement instrument in marketing research. However, like many marketing scales, the materialism measure has not been adequately validated in cross-national settings. The purpose of this study is to test the measurement equivalence of the materialism scale among western and eastern European consumers—specifically, in Denmark, France and Russia. The results of the analysis show that, while a reduced version of the scale is reasonably well suited to the Danish sample, it does not display adequate fit with either the French or Russian data. The inability to establish measurement equivalence leads us to conclude that a new scale may be necessary to measure materialism in cross-cultural contexts.

Buyer reactions to ethical beliefs in the retail environment

Abstract Research into the ethical conduct of marketers is an increasingly popular topic. At the same time, a substantial amount of recent patronage theory has been devoted toward developing a better knowledge of roles played by shopping emotions evoked by various environmental cues. The study described in this manuscript attempts to blend these two research streams by investigating how interacting with a salesperson generates ethical perceptions that shape consumer emotions. Several hypotheses are developed and tested. They model the influence of three moral philosophical dimensions (moral equity, contractualism and relativism) on affective responses and future purchase intentions. Implications for marketing academicians and practitioners are discussed, and areas for future research are presented.

Factors discriminating functional and dysfunctional salesforce turnover

Examines turnover functionality (high‐ and low‐performing quitters and stayers) in a business‐to‐business sales setting. Prior research indicates that antecedents of turnover frequency and turnover functionality are different. However, this may be an artifact of the way in which turnover has been measured. This study develops a new criterion of turnover functionality. Additionally, common antecedents of turnover frequency were examined to see if they could differentiate between high‐ and low‐performing quitters and stayers. The results indicate that several antecedents associated with turnover frequency are able to discriminate among different groups of high‐ and low‐performing quitters and stayers. Specifically, satisfaction with promotion, supervision, work, and global satisfaction contribute to our understanding of turnover functionality. Additionally, role conflict, role ambiguity, anxiety, evaluation of job alternatives, and intention to quit are also good discriminators of turnover functionality.

How aspects of a wine’s place affect consumers’ authenticity perceptions and purchase intentions

Purpose – The purpose of this paper is to explore how two aspects of place affect consumers’ authenticity perceptions of a wine and their willingness to pay for it. One aspect of place is the wine’s country of origin, specifically Old World versus New World wines. A second aspect of place is the technical terroir. A description of the terroir that is highly specific was expected to be perceived as more authentic and offer more value than a vague terroir description. Design/methodology/approach – A total of 109 US adults participated in an online 2 × 2 experiment in which authenticity, willingness to pay and expertise were measured. ANCOVA and MANCOVA were used to analyze the data. Findings – Subjects perceived the Old World wine as more authentic and were willing to pay more for it than the New World wine. Additionally, country of origin moderated the effect of terroir specificity on authenticity and willingness to pay. For New World wines, wine with specific information about the terroir was perceived as...

The role of consumer sympathy in product liability suits: An experimental investigation of loose coupling

Abstract Are the disproportionately increasing costs of product liability generated , at least in part, by consumers themselves? An experiment is reported that tests the idea that consumer-juror and product liability plaintiff characteristics are a major source of “decoupling” pressures, causing departures from due process in favor of social process. Support was found for a central mediating role of consumer-juror sympathy for product liability plaintiffs. Sympathy was found to mediate the relationship between plaintiff financial situation and extent of verdict and between defendant-firm financial status and extent of verdict. The paper concludes with support for the hypothesis that consumer-juror sympathy is a major source of judicial decoupling, leading to the present trends in product liability law. The article suggests that the model specification be enlarged to include other key factors that could impact verdict, such as consumer-juror sympathy for the defendant and locus of control. This research track could help business to design strategies for longrun profit maximization, while better meeting their obligations to society.

The Moderating Role of Service Environment on the Customer Share → Customer Commitment Relationship

This research makes three important contributions. First, the study provides evidence that the atmosphere created by varying service environments influences consumer loyalty. Second, these effects are captured by a two-dimensional representation of consumer loyalty - behavioral and attitudinal. Third, the type of service environment, lean versus elaborate, significantly alters the process by which true consumer commitment is created.

Special Session: Meet with International Journal Editorial Reviewers: The Difficulties and Issues That Create a Rejection Assessment in the Journal Review Process (An Abstract)

With the existing insights on writing and publishing marketing journal articles and the discipline’s rapid expansion of publishing opportunities in new US and international marketing journals, one intuitive prediction is marketing scholars’ publishing success of important scientific articles which is rapidly becoming a more common occurrence. Yet, this trend prediction is perplexing and contradictive because the prestigious and top 25 ranked marketing-oriented journals consistently report annual acceptance rates ranging between 7 and 18 %. The low acceptance suggest a disconnect gap between conducting important, relevant quality research and ultimately publishing that research in quality journals.