This paper argues for the recognition of important experiential aspects of consumption. Specifically, a general framework is constructed to represent typical consumer behavior variables. Based on this paradigm, the prevailing information processing model is contrasted with an experiential view that focuses on the symbolic, hedonic, and esthetic nature of consumption. This view regards the consumption experience as a phenomenon directed toward the pursuit of fantasies, feelings, and fun.

The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun

From a literature review to a conceptual framework for sustainable supply chain management

The service encounter frequently is the service from the customer's point of view. Using the critical incident method, the authors collected 700 incidents from customers of airlines, hotels, and re...

The Service Encounter: Diagnosing Favorable and Unfavorable Incidents:

Through qualitative and empirical research, the authors find that the service quality construct conforms to the structure of a third-order factor model that ties service quality perceptions to distinct and actionable dimensions: outcome, interaction, and environmental quality. In turn, each has three subdimensions that define the basis of service quality perceptions. The authors further suggest that for each of these subdimensions to contribute to improved service quality perceptions, the quality received by consumers must be perceived to be reliable, responsive, and empathetic. The authors test and support this conceptualization across four service industries. They consider the research and managerial implications of the study and its limitations.

https://www.jstor.org/stable/pdf/3203465.pdf

Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach:

Customer switching behavior damages market share and profitability of service firms yet has remained virtually unexplored in the marketing literature. The author reports results of a critical incid...

https://www.jstor.org/stable/pdfplus/1252074.pdf

Customer switching behavior in service industries: An exploratory study

The use of documentary evidence such as historical records, novels, existing advertisements, and photographs has been little used in consumer research. This paper presents an exposition of content analysis methodology and, tangentially, reviews the existing studies in consumer behavior using this rich approach.

https://www.jstor.org/stable/pdfplus/2488631.pdf

Harold H. Kassarjian

Papers

Content Analysis in Consumer Research