335
Views
1
CrossRef citations to date
0
Altmetric
Reviews

The implication of wine quality in a new model of the European Customer Satisfaction Index

, , &

References

  • Anderson, E. W., & Fornell, C. (1994). A customer satisfaction research prospectus. In R. T. Rust & R. L. Oliver (Eds.), Service quality: New dimensions in theory and practice (pp. 241–268). California, CA: Sage.
  • Anderson, E. W., & Fornell, C. (2000). Foundations of the American customer satisfaction index. Total Quality Management, 11, S869–S882. doi: 10.1080/09544120050135425
  • Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. Journal of Marketing, 58(3), 53–66. doi: 10.1177/002224299405800304
  • Anderson, E. W., & Sullivan, M. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing Science, 12, 125–143. doi: 10.1287/mksc.12.2.125
  • Andreassen, T. W., & Lindestad, B. (1998a). The effects of corporate image in the formation of customer loyalty. Journal of Service Marketing, 1, 82–92.
  • Andreassen, T. W., & Lindestad, B. (1998b). Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise. International Journal of Service Industry Management, 9, 7–23. doi: 10.1108/09564239810199923
  • Askariazad, M. H., & Babakhani, N. (2015). An application of European customer satisfaction index (ECSI) in business to business (B2B) context. Journal of Business & Industrial Marketing, 30, 17–31. doi: 10.1108/JBIM-07-2011-0093
  • Barclay, D., Higgins, C., & Thompson, R. (1995). The partial least squares (PLS) approach to causal modeling: Personal computer adoption and use as an illustration. Technology Studies, 2(2), 285–309.
  • Berga Monge, A. (2001). Quality management on the nourish industry. “Revista Distribución y Consumo.”
  • Cassel, C., & Eklof, J. A. (2001). Modeling customer satisfaction and loyalty on aggregate levels: Experience from the ECSI pilot study. Total Quality Management, 12(7–8), 834–841. doi: 10.1080/09544120100000004
  • Chin, W. W. (1998a). Issues and opinion on structural equation modeling. MIS Quarterly, 22(1), vii–vxv.
  • Chin, W. W. (1998b). The partial least squares approach to structural equation modeling. In G. A. Marcoulides (Ed.), Modern methods for business research (pp. 295–336). Mahwah, NJ: Lawrence Erlbaum Associates.
  • Coelho, P., & Esteves, S. P. (2007). The choice between a five-point and a ten-point scale in the framework of customer satisfaction measurement. International Journal of Market Research, 49(3), 313–340. doi: 10.1177/147078530704900305
  • Cohen, J. (1988). Statical Power Analysis for the Behavioral Science (2nd ed.). New Jersey, NJ: Lawrence Erlbaum Associates.
  • Cohen, J., Cohen, P., West, S. G., & Aiken, L. S. (2003). Applied multiple regression/correlation analysis for the behavioral science (3rd ed.). New Jersey, NJ: Lawrence Erlbaum Associates.
  • Cronin, J. J., & Taylor, S. A. (1994). SERVPERF versus SERVQUAL: reconciling performance-based and perceptionsminus-expectations measurement of service quality. Journal of Markeing, 60(April), 31–46.
  • Eklöf, J. A. (2000). European customer satisfaction index: Pan-European telecommunication sector report based on the pilot studies 1999. Stockholm: European Organization for Quality and European Foundation for Quality Management.
  • Esposito, V., Trinchera, L., & Amato, S. (2010). PLS Path Modeling: From Foundation to Recent Developments and Open Issues form Model Assessment and Improvement. Handbook of Partial Least Squares. Berlin: Springer-Verlag.
  • Falk, R. F., & Miller, N. B. (1992). A primer for soft modeling. Akron, Ohio: The University of Akron.
  • Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18, 39–50. doi: 10.1177/002224378101800104
  • Guillem, J. V., & de Lepe, J. (1993). Quality wine presentation. Valencia: OIV.
  • Jiménez, A. I., & Gómez, M. A. (1997). Designation of origin as brand: Origin as identity factor. Research and Marketing, 55, 57–66.
  • Johnson, M. D., Anderson, E. W., & Fornell, C. (1995). Rational and adaptive performance expectations in a customer satisfaction framework. Journal of Consumer Research, 21(4), 695–707. doi: 10.1086/209428
  • Johnson, M. D., & Fornell, C. (1991). A framework for comparing customer satisfaction across individuals and product categories. Journal of Economic Psychology, 12, 267–286. doi: 10.1016/0167-4870(91)90016-M
  • Johnson, M. D., Gustafsson, A., Andreassen, T. W., Lervik, L., & Cha, J. (2001). The evolution and future of national customer satisfaction index models. Journal of Economic Psychology, 22, 217–245. doi: 10.1016/S0167-4870(01)00030-7
  • Jones, M. A., & Suh, J. (2000). Transaction-specific satisfaction and overall satisfaction: An empirical analysis. Journal of Services Marketing, 14(2), 147–159. doi: 10.1108/08876040010371555
  • Kaveh, M., Mosavi, S. A., & Ghaedi, M. (2012). The application of European customer satisfaction index (ECSI) model in determining the antecedents of satisfaction, trust and repurchase intention in five-star hotels in shiraz, Iran. African Journal of Business Management, 6(1), 6103–6113.
  • Kline, R. B. (2005). Principles and practice of structural equation modeling (2nd ed.). New York: Guilford.
  • Martensen, A., Grønholdt, L., & Kristensen, K. (2000). The drivers of customer satisfaction and loyalty, cross-industry findings from Denmark. Total Quality Management, 11, 544–553. doi: 10.1080/09544120050007878
  • Nunnally, J. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
  • Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17, 460–469. doi: 10.1177/002224378001700405
  • Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. New York: McGraw-Hill.
  • Tenenhaus, M. (2008). Component-based structural equation modeling. Total Quality Management & Business Excellence, 19(7&8), 87–886.
  • Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52, 2–22. doi: 10.1177/002224298805200302

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.