Customer Relationships and Experiences
Developing Customers, Products, and Markets for ServicesThomas Burnham, 1996, 96-100
Summarizes nine presentations addressing customer knowledge and service delivery, customer satisfaction measurement, and the development, introduction, and pricing of new services.
Consumer Participation in Mailing Lists: A Field ExperimentJan 1, 1996 George R. Milne, 1996, 96-107
Explores consumers' willingness to provide marketers with personal information and to grant permission to sell or rent this information to other companies.
Prepurchase Preference and Postconsumption Satisfaction in a Service ExchangeJan 1, 1995 Glenn B. Voss and A. Parasuraman, 1995, 95-113
Develops a model to explore how prices and quality perceptions affect prepurchase preference and postconsumption satisfaction and how—and when—consumers integrate these perceptions.
Technological Consumer Products in Everyday Life: Ownership, Meaning, and SatisfactionJan 1, 1995 David Glen Mick and Susan Fournier, 1995, 95-104
Describes findings from a three-and-a-half year study of satisfaction with technological products, using pre-purchase and post-purchase interviews to examine sociocultural milieu, personal contexts, and meaning in product satisfaction.
Forming Perceptions of Overall Quality in Consumer Products: A Process of Quality Element IntegrationJan 1, 1995 Steven N. Silverman and Rajiv Grover, 1995, 95-103
Identifies three types of â??quality elementsâ?? that consumers use to evaluate a range of products, and the role each plays in perception of overall product quality.
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