The explanatory potential of congruence in the relationship between retail image, brand image and retail customer satisfaction

This paper aims to contribute to current customer satisfaction and retailing literature by conceptualising the relationship between retail image, brand image and whether a congruent relationship between the two influences customer satisfaction. Whilst most literature pertaining to customer satisfaction tends to consider the concept in terms of an independent variable, this paper seeks to explore retail image and brand image as antecedents to achieving this state and further proposing the mediating explanatory potential that a congruent relationship between the two plays. A conceptual model is developed, central constructs and subsequent research propositions are discussed.

The influence of procedural and interactional justice, and disconfirmation on customers post recovery satisfaction evaluations

This study examines the influence of distributive and interactional justice and disconfirmation on customers’ postrecovery satisfaction evaluations, and in so doing, combines, for the first time, two existing instruments to operationalise the interactional justice construct. Using Structural Equation Modelling, the findings suggest that while both disconfirmation and justice are important predictors of satisfaction, distributive justice has the greatest influence. The research presented here reports on a section of a larger experiment-based study examining how customers’ postrecovery satisfaction evaluations are influenced by the way in which the organisation responds to the failure.

Comparative analysis of student perceptions : impact on satisfaction among international postgraduate students from China, India, Indonesia and Thailand

The paper undertakes a comparative analysis of the gap in student expectations and perceptions on key service quality factors influencing the choice of Australia as a study destination by international postgraduate students of Asian origin and their relationship with student satisfaction. Based on the theoretical framework of expectancy-disconfirmation paradigm, the paper examines the differences in student perceptions of the level of service quality related to the key factors of choice among four groups of students from China, India, Indonesia and Thailand using structural equation modelling, ANOV A and MANOV A. It concludes with strategic implications for universities.

Temporal constraint satisfaction in matrix method

Constraint satisfaction is a challenging problem in Interval Algebra (IA). So there are many efforts to attack this problem. After building a matrix method to deal with temporal reasoning problems, we develop basic techniques for applying the matrix method to constraint satisfaction in this paper. Thus, the propagating rules and the algorithms of 3- and path-consistency are studied. If our matrix method is used, then the temporal constraint satisfaction problem can be transformed into a problem that can be effectively solved.

Assessing patient satisfaction with day surgery at a metropolitan public hospital

With the advances in health care technology, many surgical procedures are performed as day surgery cases. The provision of day surgery is considered to be a cost effective method of utilising resources, but it does challenge nurses to provide optimal patient care during the patient's short stay in hospital. Patient satisfaction is considered to be an important indicator of quality nursing care. This paper reports on an investigation aimed at assessing patient satisfaction with day surgery in an Australian metropolitan public hospital. One hundred and seven patients completed a recently developed survey assessing patient satisfaction with day surgery. The response rate was 41%. Waiting times, communication, pain management and discharge planning were major areas of patient dissatisfaction. Directions for improvement in day surgery services are discussed.

Experience as a moderator of involvement and satisfaction on brand loyalty in a business-to-business setting 02-314R

This paper examines the relative influence of two key antecedents of brand loyalty—satisfaction and involvement and the moderating role of experience, using a sample of business buyers. The central argument of this paper is that the strength of the effect of these variables on attitudinal brand loyalty will vary with the level of customer experience with purchasing the service. Building on previous research which examined low-risk, customer product settings [Kim, J., Lim, J.S., & Bhargava, M. (1998). The role of affect in attitude formation: A classical conditioning approach. Journal of the Academy of Marketing Science 26 (2): pp. 143–152; Shiv, B., & Fedorikhin, A. (1999). Heart and mind in conflict: The interplay of affect and cognition in consumer decision-making. Journal of Consumer Research 26: 278], this study shows that for a high-risk setting, involvement with the service category will be more dominant in its influence on brand loyalty than satisfaction with the preferred brand. Furthermore, it was found that experience moderated the influence of involvement and satisfaction on attitudinal brand loyalty for a high-risk business-to-business service. This study provides new insights into the theory and practice of buyer behavior and business-to-business brands.

Self-determination theory and needs satisfaction in marketing education : are we meeting the needs of students in large marketing classes?

The aim of this study is to assess whether universities are meeting the needs of students in large marketing classes. In so doing the study investigates the application of self determination theory and psychological needs satisfaction. The basic needs scale, comprising of three constructs; Control, Competence and Caring was adapted and used to evaluate students’ perception of an introductory marketing subject. The study used a multi-method approach consisting of a literature review, a qualitative phase involving in-depth interviews with marketing teaching staff and focus groups with marketing students and a survey of students about introductory level marketing. An adapted version of the basic psychological needs scale was included in a questionnaire that was administered to a convenience sample of 366 students. MANOVA, ANOVA and descriptive statistics were used to analyse the data. The results show that the psychological needs satisfaction of many students are not being fully realised. It was also found that marketing degree students enjoyed the challenges and were more stimulated by the subject. The higher achieving students enjoyed the challenge of the subject more than the lower achieving students. As a result of this study, there are three suggestions for further research. Firstly, further study should compare subjects, with relatively small enrolments, to those with large enrolments to corroborate the value of this method of assessing student satisfaction. Secondly, the use of a larger sample across other universities would confirm whether these findings hold for other institutions. Finally, it is suggested that a structural model should be developed to extend this investigation of student satisfaction and the constructs used in the study.

Employer (dis)satisfaction With Australian marketing graduates: the development of a research framework

The gap between the skills and competencies of graduates on finishing their degrees and those required by employers is well documented in the literature with the development of educational curricula in business, and particularly marketing, being the subject of much research and debate over the past two decades. Nevertheless no comprehensive model appears to have been developed or tested within the Australian education sector to ensure the provision of adequate information on which to base decisions in this field. This paper attempts to contribute to this research area by presenting preliminary investigations into the needs of Australian businesses mainly in relation to marketing skills of graduates. Using a mail survey to collect data from 194 Australian businesses, a Wilcoxon signed-rank test was used to investigate the significant differences between the importance and satisfaction levels placed by employers on various graduate attributes. Findings of this research show that marketing skills appear to be valued at a lower level than general graduate attribute skills and that marketing programs may need to focus on basic marketing skills, more general skills and personal attributes rather than the higher level marketing skills that we currently teach at Australian universities.

Management communication strategies determine job satisfaction in telecommuting

The aim of this article is to examine the relationships between several management communication strategies and the job satisfaction of telecommuters. A review of the literature revealed that several management communication strategies directly influence job satisfaction of telecommuters. However, this claim has not been objectively tested on Australian telecommuters. Hence, a sample of 43 telecommuters, mostly from IBM Australia, were surveyed and the results analysed using Pearson’s product-moment correlation. Eleven aspects of the strategies were found to have significant influence on the job satisfaction of telecommuters: communicating job responsibilities; goals and objectives; deadlines and job expectations; communicating freely and regularly; providing appropriate equipment; training and career development; and reviewing work and salary regularly. This article concludes that cultural, economic and social contexts may have a distinct part to play in the impact of management communication strategies on the job satisfaction of telecommuters.

"So that's when I thought to myself : 'my life is just horrible'" : everyday judgements of life satisfaction

Objectives : The study was designed to investigate life satisfaction (l.s.) judgments as they occur spontaneously in everyday life, rather than being constructed in response to a researcher's question.
Methods : A convenience sample of 50 adults from Melbourne, Australia, was employed.
Half had at least some university education; the other half did not. In an in-depth, structured interview, participants were asked to recall – if they could do so – an occasion when they had spontaneously made a judgment about their l.s. The circumstances in which the judgment had been made and the thoughts that had entered into it were elicited.
Results : Main findings included :
(a) All participants were able to recall an occasion when they had spontaneously made a l.s.
judgment.
(b) Judgments that life was good and that life was bad were equally common.
(c) Judgments invariably involved comparisons with various standards (e.g., what one had versus
what one wanted, what one had versus what one deserved, what one had versus what one
expected to have).
(d) However, upward and downward social comparisons were relatively rare.
(e) Judgments were commonly based on events relating to just one or two areas of life, rather
than a review of many different areas.
(f) The areas of life involved were invariably those impacting very directly on participants.
(g) While the thoughts entering into the judgment generally went beyond consideration just of a
specific situation, they usually did not encompass large sweeps of time.
(h) There was very little to distinguish judgments of more- and less-educated participants.
Conclusions : Findings are compared and contrasted with those typically obtained using the more standard approach of asking participants to rate their 1.s.