John E. Swan

Bio: John E. Swan is an academic researcher from University of Alabama at Birmingham. The author has contributed to research in topics: Purchasing & Product (category theory). The author has an hindex of 30, co-authored 65 publications receiving 8842 citations.

Consumer perceptions of interpersonal equity and satisfaction in transactions: A field survey approach.

Abstract: Automobile purchasers were surveyed about feelings toward their inputs to and outcomes from the sales transaction, as well as their perceptions of the inputs and outcomes of the salesperson. Struct...

SERVQUAL revisited: a critical review of service quality

Abstract: As competition becomes more intense and environmental factors become more hostile, the concern for service quality grows. If service quality is to become the cornerstone of marketing strategy, the marketer must have the means to measure it. The most popular measure of service quality is SERVQUAL, an instrument developed by Parasuraman et al. (1985; 1988). Not only has research on this instrument been widely cited in the marketing literature, but also its use in industry has been quite widespread (Brown et al., 1993).

Equity and Disconfirmation Perceptions as Influences on Merchant and Product Satisfaction

Abstract: Prior work on the equity and disconfirmation determinants of transaction satisfaction was extended to product satisfaction. Based on perceptions of inputs and outcomes of buyer, dealer, and salesperson, two subtractive versions of the equity formula—absolute equity difference and equity advantage—were tested with fairness and preference as mediating variables. Both variables were related only to the equity advantage formula, and disconfirmation and fairness were shown to be distinct components of post-transaction dispositions. Moreover, product satisfaction was shown to be a function of product disconfirmation, complaining, and satisfaction with the dealer. The latter apparently mediates both fairness and salesperson satisfaction.

Product Performance and Consumer Satisfaction: A New Concept

Abstract: EVEN though knowledge of the processes that may determine consumer satisfaction should be of interest to both marketing theorists and practitioners, the topic has received little attention in the literature. A growing number of studies have analyzed perceived product performance and expectations, but they have not considered the relationships between expectations, performance, and satisfaction.' In addition, it is seldom clear which general dimensions of product performance are important to the consumer and how these dimensions are related to satisfac-

Developing Buyer-Seller Relationships:

Abstract: Marketing theory and practice have focused persistently on exchange between buyers and sellers. Unfortunately, most of the research and too many of the marketing strategies treat buyer-seller excha...

An Examination of the Nature of Trust in Buyer–Seller Relationships:

Abstract: The authors integrate theory developed in several disciplines to determine five cognitive processes through which industrial buyers can develop trust of a supplier firm and its salesperson. These p...

Understanding information systems continuance: an expectation-confirmation model

Abstract: This paper examines cognitive beliefs and affect influencing one's intention to continue using (continuance) information systems (IS). Expectation-confirmation theory is adapted from the consumer behavior literature and integrated with theoretical and empirical findings from prior IS usage research to theorize a model of IS continuance. Five research hypotheses derived from this model are empirically validated using a field survey of online banking users. The results suggest that users' continuance intention is determined by their satisfaction with IS use and perceived usefulness of continued IS use. User satisfaction, in turn, is influenced by their confirmation of expectation from prior IS use and perceived usefulness. Post-acceptance perceived usefulness is influenced by users' confirmation level. This study draws attention to the substantive differences between acceptance and continuance behaviors, theorizes and validates one of the earliest theoretical models of IS continuance, integrates confirmation and user satisfaction constructs within our current understanding of IS use, conceptualizes and creates an initial scale for measuring IS continuance, and offers an initial explanation for the acceptance-discontinuance anomaly.

Customer satisfaction, market share, and profitability: Findings from Sweden.

Abstract: Are there economic benefits to improving customer satisfaction? Many firms that are frustrated in their efforts to improve quality and customer satisfaction are beginning to question the link betwe...