A model is proposed which expresses consumer satisfaction as a function of expectation and expectancy disconfirmation. Satisfaction, in turn, is believed to influence attitude change and purchase i...

A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions

Marketing academicians and practitioners have been observing for more than three decades that business performance is affected by market orientation, yet to date there has been no valid measure of ...

https://www.jstor.org/stable/pdfplus/1251757.pdf

The Effect of a Market Orientation on Business Profitability

Although the relationship metaphor dominates contemporary marketing thought and practice, surprisingly little empirical work has been conducted on relational phenomena in the consumer products domain, particularly at the level of the brand. In this article, the author: (1) argues for the validity of the relationship proposition in the consumer-brand context, including a debate as to the legitimacy of the brand as an active relationship partner and empirical support for the phenomenological significance of consumer-brand bonds; (2) provides a framework for characterizing and better understanding the types of relationships consumers form with brands; and (3) inducts from the data the concept of brand relationship quality, a diagnostic tool for conceptualizing and evaluating relationship strength. Three in-depth case studies inform this agenda, their interpretation guided by an integrative review of the literature on person-to-person relationships. Insights offered through application of inducted concepts to two relevant research domains — brand loyalty and brand personality — are advanced in closing. The exercise is intended to urge fellow researchers to refine, test, and augment the working hypotheses suggested herein and to progress toward these goals with confidence in the validity of the relationship premise at the level of consumers’ lived experiences with their brands.

Consumers and Their Brands: Developing Relationship Theory in Consumer Research

This paper defines hedonic consumption as those facets of consumer behavior that relate to the multisensory, fantasy and emotive aspects of product usage experience. After delineating these concept...

https://www.jstor.org/stable/pdfplus/1251707.pdf

Hedonic Consumption ; Emerging Concepts, Methods and Propositions

This research investigates the antecedents and consequences of customer satisfaction. We develop a model to link explicitly the antecedents and consequences of satisfaction in a utility-oriented framework. We estimate and test the model against alternative hypotheses from the satisfaction literature. In the process, a unique database is analyzed: a nationally representative survey of 22,300 customers of a variety of major products and services in Sweden in 1989-1990. Several well-known experimental findings of satisfaction research are tested in a field setting of national scope. For example, we find that satisfaction is best specified as a function of perceived quality and "disconfirmation"-the extent to which perceived quality fails to match prepurchase expectations. Surprisingly, expectations do not directly affect satisfaction, as is often suggested in the satisfaction literature. In addition, we find quality which falls short of expectations has a greater impact on satisfaction and repurchase intentions than quality which exceeds expectations. Moreover, we find that disconfirmation is more likely to occur when quality is easy to evaluate. Finally, in terms of systematic variation across firms, we find the elasticity of repurchase intentions with respect to satisfaction to be lower for firms that provide high satisfaction. This implies a long-run reputation effect insulating firms which consistently provide high satisfaction.

The Antecedents and Consequences of Customer Satisfaction for Firms

Social marketing faces significant barriers to growth because there is no clear understanding of what the field is and what its role should be in relation to other approaches to social change. However, growth is possible through increases in social marketing’s share of competition at the intervention, subject matter, product, and brand levels. The author proposes a specific social marketing branding campaign to advance the field, with roles for academics and the American Marketing Association.

/pdf/marketing-social-marketing-in-the-social-change-marketplace-8zp5914icz.pdf

Marketing Social Marketing in the Social Change Marketplace

SECTION I Developing a Customer Orientation Chapter 1 The Growth and Development of Nonprofit Marketing SECTION II Strategic Planning and Organization Chapter 2 Developing a Customer-Centered Mindset Chapter 3 Strategic Marketing Planning Chapter 4 Understanding Consumer Behavior Chapter 5 Acquiring and Using Marketing Information Chapter 6 Segmentation, Positioning, and Branding CHAPTER 7 Branding SECTION III Designing the Marketing Mix Chapter 8 Managing the Organization's Offerings Chapter 9 Developing and Launching New Offerings Chapter 10 Managing Perceived Costs Chapter 11 Facilitating Marketing Behaviors Chapter 12 Formulating Communications Strategies Chapter 13 Managing Communications: Advertising and Personal Persuasion Chapter 14 Managing Public Media and Public Advocacy SECTION IV Developing and Organizing Resources Chapter 15 Generating Funds Chapter 16 Attracting Human Resources: Staff, Volunteers, and Boards Chapter 17 Working with the Private Sector Section V Organizing and Controlling Marketing Strategies Chapter 18 Organizing for Implementation Chapter 19 Marketing Evaluation, Monitoring, and Control

Strategic marketing for nonprofit organizations

Introduction: Social Marketing: A Powerful Approach to Social Change PREPARING FOR SOCIAL MARKETING Putting the Customer First: The Essential Social Marketing Insight The Social Marketing Strategic Management Process Listening to Customers: Research for Social Marketing Understanding How Customer Behavior Changes DOING SOCIAL MARKETING Targeting Your Customer Through Market Segmentation Strategies Bringing the Customer to the Door: Creating Active Contemplation of New Behaviors Making the New Behavior Attractive and Low Cost: Benefit and Cost Strategies Bringing Social Influence to Bear and Enhancing Self-Control Inducing Action and Ensuring Maintenance Creating Strategic Partnerships: Marketing to Other Publics Conclusion: Central Principles of the New Social Marketing Paradigm.

Marketing Social Change : Changing Behavior to Promote Health, Social Development, and the Environment

The author argues that social marketing has been defined improperly in much of the literature. A revised definition is proposed and the domain of social marketing defined. He concludes with suggest...

Social Marketing: Its Definition and Domain:

Preface I. Introduction Chapter 1: Social Change, Social Problems and 21st Century Social Marketing Chapter 2: Creating and Framing the Agenda II. Social Problems and the Role of Social Marketing Chapter 3: The Structure of Social Problems Chapter 4: The Role of Social Marketing Chapter 5: Setting Priorities with Social Marketing III. Upstream Applications Chapter 6: Beyond Downstream Interventions: Influencing Communities Chapter 7: Structural Change: Influencing Law Makers and Regulators Chapter 8: Structural Change: Recruiting Business Allies Chapter 9: Recruiting Allies in the Media and Health-Care Communities IV. Conclusions Chapter 10: Repositioning Social Marketing for the 21st Century

Alan R. Andreasen

Papers

Marketing Social Marketing in the Social Change Marketplace

Strategic marketing for nonprofit organizations

Marketing Social Change : Changing Behavior to Promote Health, Social Development, and the Environment

Social Marketing: Its Definition and Domain:

Social marketing in the 21st century