Consumer (dis)satisfaction response to disconfirmation: An examination of the form and the underlying process

The purpose of this dissertation was to examine the form of the consumer satisfaction/dissatisfaction (CS/D) response to disconfirmation. In addition, the cognitive and affective processes underlying the response were also explored. ^ Respondents were provided with information from a prior market research study about a new brand of printer that was being tested. This market research information helped set prior expectations regarding the print quality. Subjects were randomly assigned to an experimental condition that manipulated prior expectations to be either positive or negative. Respondents were then provided with printouts that had performance quality that was either worse (negative disconfirmation) or better (positive disconfirmation) than the prior expectations. In other words, for each level of expectation, respondents were assigned to either positive or negative disconfirmation condition. Subjects were also randomly assigned to a condition of either a high or low level of outcome involvement. ^ Analyses of variance indicated that positive disconfirmation led to a more intense CS/D response than negative disconfirmation, even though there was no significant difference in the intensity for positive and negative disconfirmation. Intensity of CS/D was measured by the distance of the CS/D rating from the midpoint of the scale. The study also found that although outcome involvement did not influence the polarity of the CS/D response, the more direct measures of processing involvement such as the subjects' concentration, attention and care in evaluating the printout did have a significant positive effect on CS/D intensity. ^ Analyses of covariance also indicated that the relationship between the intensity of the CS/D response and the intensity of the disconfirmation was mediated by the intensity of affective responses. Positive disconfirmation led to more intense affective responses than negative disconfirmation. ^

Primary Market Research: Its Role In Feaslblllty Studies

Primary market research and sound marketing analysis based on this research can make a significant contribution to the accuracy and usefulness of feasibility studies in planning for travel, leisure, tourism, recreation/entertainment, and hospitality development. The author contends that changes in the marketplace will increase the need for primary marketing research in the future.

Lodging Marketing Literature: Analysis of Journals

Unlike the services marketing literature, lodging research publications appear to be limited to a few general topic areas. The authors present a comparative analysis of the evolution of lodging marketing and services marketing research and provides direction for future research agendas.

Central American refugees in Costa Rica

The conflicts of the past decade in Central America have produced substantial refugee movements into neighboring nations. Costa Rica has had to cope with an influx of refugees and migrants as large as 10 percent of its population. This work presents a case study of the situation in Costa Rica, focusing on the issue of refugee integration into the host society. It draws on qualitative field research conducted in that country during 1986. The study discusses the evolution of the Costa Rican state's response to the refugee crisis and analyzes the characteristics and impact of policies undertaken by various state bureaucracies. It also describes the assistance efforts of the United Nations High Commissioner for Refugees and private voluntary organizations, along with their interaction with the Costa Rican state. The study concludes that the government's need to maintain firm control of refugee programs has overshadowed its commitment to refugee integration. In so doing, the humanitarian purpose of refugee assistance has been compromised.