Índices nacionales de satisfacción del consumidor. Una propuesta de revisión de la literatura
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jun 20, 2012
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Resumen
Durante las últimas décadas, gran cantidad de académicos del ámbito del marketing que investigan el comportamiento del consumidor han llegado a la conclusión de que la satisfacción es un buen indicador, si no el mejor, de los futuros beneficios de las empresas. A partir de la década de los noventa se han desarrollado los índices nacionales de satisfacción como herramientas de evaluación macro desde el punto de vista del cliente para complementar las medidas objetivas de rendimiento económico tradicionales. En este trabajo se presenta una revisión teórica de los índices nacionales de satisfacción que más relevancia han tenido en entornos tanto profesionales como académicos, identificando las variables que configuran los modelos desarrollados en cada propuesta. Las conclusiones destacan la importancia y relevancia del desarrollo de índices nacionales de satisfacción. Del mismo modo, se plantean sugerencias que pueden ser un aporte para la obtención de mejores resultados en futuras versiones.
Keywords
quality, loyalty, perceived value, image, national satisfaction indexqualidade, lealdade, valor percebido, imagem, índice de satisfação nacionalcalidad, lealtad, valor percibido, imagen, índice de satisfacción nacional
References
1.Anderson, E. W. and Sullivan, M.W. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing Science, 12 (2), 125-143.
Anderson, E. W.; Fornell, C.; and Lehmann, D. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. Journal of Marketing, 58 (julio), 53-66.
Anderson, E. W.; Fornell, C.; and Rust, R. (1997). Customer satisfaction, productivity and profitability: Differences between goods and services. Marketing Science, 16, 129-145.
Anderson, R. E. (1973). Consumer disatisfaction: The effect of disconfirmed expectancy on perceived product performance. Journal ofMarketing Research, 10 (febrero), 38-44.
Andreassen, T. (1994). Satisfaction, loyalty and reputation as indicators of customer orientation in the public sector. The International Journal of Public Sector Management, 7 (2), 16-36.
Andreassen, T. (2000). Antecedents with satisfaction with service recovery. European Journal of Marketing, 34 (1), 156-175.
Andreassen, T. W. and Lindestad, B. (1998). The effect of corporate image in the formation of customer loyalty. Journal of Service Research, 1 (1), 82-92.
Babin, B. J.; Darden, W. R.; and Griffin, M. (1994). Work and/or fun: Measuring hedonic and utilitarian shopping value. Journal of Consumer Research, 20 (marzo), 644-656.
Bloemer, J. and Kasper, H. (1995). The complex relationship between consumer satisfaction and brand loyalty. Journal of Economy Psychology, 16, 311-329.
Brady, M. K. and Cronin, J. J. Jr. (2001). Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing, 65 (3), 34-49.
Brown, S. and Lam, S. (2008). A meta-analysis of relationships linking employee satisfaction to customer responses. Journal of Retailing, 84 (3), 243-255.
Cardozo, R. (1964). Customer satisfaction: Laboratory study and marketing action. Journal of Marketing Research, 2 (agosto), 244-249.
Chan, L.; Hui, Y; Lo, H.; Tse, S.; Tso, G. and Wu, M. (2003). Consumer satisfaction index: New practice and findings. European Journal ofMarketing, 37 (5), 872-909.
Churchill, G. and Suprenant, C. (1982). An investigations into determinants of customer satisfaction, Journal of Marketing Research, 19 (noviembre), 491-504.
Cronin, J. J. and Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56 (julio), 55-68.
Edvardsson, B.; Johnson, M.; Gustaffson, A.; and Strandvik, T. (2000). The effects of satisfaction and loyalty on profits and growth: Products versus services. Total Quality Management, 11 (7), 917-927.
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.
Fischer, A. H.; Manstead, A. S.; and Rodríguez, P. M. (1999). The role of honour-related vs. individualistic values in conceptualizing pride, shame, and anger: Spanish and Dutch cultural prototypes. Cognition and Emotion, 13 (2), 149-179.
Fornell, C. (1992). A National Customer Satisfaction Barometer: The Swedish experience. Journal of Marketing, 56 (1), 6-21.
Fornell, C.; Johnson, M. D.; Anderson, E. W.; Cha, J.; and Bryant, B. E. (1996). The American Customer Satisfaction Index: Nature, purpose, and findings. Journal ofMarketing, 60 (4), 7-18.
Gallarza, M. and Gil, I. (2006). Value dimensions, perceived value, satisfaction and loyalty: An investigation of university students' travel behaviour, Tourism Management, 27(3), 437-452.
Giese, J. L. and Cote, J. A. (2000). Defining consumer satisfaction. Academy of Marketing Science Review, 1, 1-34.
Gil, I.; Berenguer, G.; and Cervera, A. (2008). The roles of service encounters, service value, and job satisfaction in achieving customer satisfaction in business relationships. Industrial Marketing Management, 37 (8), 921-939.
Gil, I.; Sánchez, M.; Berenguer, G. y Gallarza, M. (2005). Encuentro de servicio, valor percibido y satisfacción del cliente en la relación entre empresas. Cuadernos de Estudios Empresariales, 15, 47-72.
Gilbert, D. and Wong, R. (2003). Passenger expectations and airline services: A Hong Kong based study. Tourism Management, 24 (5), 519-532.
Grigoroudis, E. and Siskos, Y. (2004). A survey of customer satisfaction barometers: Some results from the transportation-communications sector. European Journal of Operational Research, 152, 334-353.
Grönroos, G. (1982). An applied service marketing theory. European Journal ofMarketing, 16 (7), 30-41.
Hackl, P.; Scharitzer, D.; and Zuba, R. (1996). The Austrian Customer Satisfaction Barometer (AC-SB): A pilot study. DerMarkt, 35, 86-94.
Helgesen, O. and Nesset, E. (2007). Images, satisfaction and antecedents: Drivers of student loyalty? A case study of a norwegian university college. Corporate Reputation Review, 10 (1), 38-59.
Hirschman, A. (1970). Exit, voice and loyalty - Responses to decline in firms, organizations and states. Cambridge, MA: Harvard University Press.
Howard, J. A. and Sheth, J. N. (1969). The theory of buyer behavior. New York: John Wiley & Sons, Inc.
Hunt, H. K. (1977). Consumer satisfaction/dissatisfaction - Overview and future research directions. In H. K. Hunt (Ed.), Conceptualization and measurement of consumer satisfaction and dissatisfaction (pp. 455-488). Cambridge, MA: Marketing Science Institute.
Johnson, M. and Fornell, C. (1991). A framework for comparing customer satisfaction across individuals and product categories. Journal of Economic Psychology, 12, 267-286.
Johnson, M. and Gustafsson, A. (2000). Improving customer satisfaction, loyalty and profit: An integrates measurement and management system. San Francisco, CA: Jossey-Bass.
Johnson, M.; Anderson, E. W.; and Fornell, C. (1995). Rational and adaptative performance expectations in a customer satisfaction framework. Journal of Consumer Research, 21 (marzo), 695-707.
Johnson, M.; Gustafsson, A.; Andreassen, T.; Lervik, L.; and Cha, J. (2001). The evolution and future of national customer satisfaction index models. Journal of Economic Psychology, 22, 217-245.
Jones, M. A. and Suh, J. (2000). Transaction-specific satisfaction and overall satisfaction: An empirical analysis. Journal of Services Marketing, (2), 147-159.
Kristensen, K.; Martensen, A.; and Gronholdt, L. (1999). Measuring the impact of buying behaviour on customer satisfaction. Total Quality Management, 10 (4-5), 602-614.
Lam, S.Y.; Shankar, V.; Erramilli, M.K.; and Murthy, B. (2004). Customer value, satisfaction, loyalty, and switching costs: An illustration from a business-to-business service context. Academy of Marketing Science Journal, 32 (3), 293-311.
Lu, C. S. (2003). An evaluation of service attributes in a partnering relationship between maritime firms and shippers in Taiwan, Transportation Journal, 42 (5), 5-16.
Maxham, J. and Netemeyer, R. (2003). Firms reap what they sow: The effects of shared values and perceived organizational justice on customers' evaluations of complaint handling. Journal of Marketing, 67 (1), 46-62.
Mayhew, B. and Winer, R. (1992). An empirical analysis of internal and external reference prices using scanner data. Journal of Consumer Research, 19, 62-70.
McDougall, G. H. G. and Levesque, T. (2000). Customer satisfaction with services: Putting perceived value into the equation. Journal of Services Marketing, 14 (5), 392-410.
Meyer, A., (1994). Das Deutsche Kundenbarometer, 1994. München: Ludwing-Maximilians-Univer-sitat München.
Miller, J. A. (1977). Exploring satisfaction modifying models, eliciting expectations, posing problems, and making meaningful measurements. In H. K. Hunt (Ed.), Conceptualisation and measurement of consumer satisfaction and dissatisfaction (pp. 72-91). Cambridge, MA: Marketing Science Institute.
Mittal, V. and Kamakura, W. (2001). Satisfaction, repurchase intent, and repurchase behavior: Investigating the moderating effect of customer characteristics. Journal ofMarketing Research, 38 (1), 131-142.
Mittal, V. and Lassar, W. M. (1996). The role of personalization in service encounters. Journal of Retailing. 72 (1), 95-109.
O'Loughlin, C. and Coenders, G. (2004). Estimation of the European Customer Satisfaction Index: Maximum likelihood versus partial least squares. Application to postal services. Total Quality Management & Business Excellence, 15 (9), 12-31.
Oliver, R. L. (1977). Effect of expectation and disconfirmation on post exposure product evaluations: An alternative interpretation. Journal of Applied Psychology, 62 (agosto), 480-486.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17 (noviembre), 460-469.
Oliver, R. L. (1993). Cognitive, affective, and attribute bases of the satisfaction response. Journal of Consumer Research, 20 (diciembre), 418-430.
Oliver, R. L. and Swan, J. E. (1989). Consumer perceptions of interpersonal equity and satisfaction in transactions: A field survey approach. Journal of Marketing, 53 (abril), 21-35.
Oliver, R.L. (1999). Whence consumer loyalty? Journal of Marketing, 63 (special issue), 33-44.
Olshavsky, R. W. and Miller, J.A. (1972). Consumer expectations, product performance and perceived product quality. Journal of Marketing Research, 9 (febrero), 19-21.
Parasuraman, A.; Berry, L.; and Zeithaml, V. (1991). Refinement and reassessment of the Servqual scale. Journal of Retailing, 67 (4), 420-450.
Parasuraman, A.; Zeithaml, V. A.; and Berry, L. L. (1988). Servqual: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64 (2), 2-40.
Park, J. W.; Robertson, R.; and Wu, C. L. (2004). The effect of airline service quality on passengers' behavioural intentions: a Korean case study. Journal of Air Transport Management, 10 (6), 435-439.
Petrick, J. F. (2004). The roles of quality, value, and satisfaction in predicting cruise passengers' behavioral intentions. Journal of Travel Research, 42, 397-407.
Reichheld, F. F. and Sasser, W. E. Jr. (1990). Zero defections: Quality comes to services. Havard Business Review, 68 (Sept.-Oct.), 105-111.
Samuelsen, B. (1997). Customer loyalty: Causes and effects. Postgraduate thesis. Buskerud College.
Sanz, S.; Ruiz, C.; and Aldás, J. (2008). La influencia de la dependencia del medio en el comercio electrónico B2C. Propuesta de un modelo integrador aplicado a la intención de compra futura en Internet. Cuadernos de Economía y Dirección de la Empresa, 36, 45-76.
Shapiro, C. (1982). Consumer information, product quality, and seller reputation. Bell Journal of Economics, 13 (1), 20-37.
Spreng, R. and Olshavsky, R. (1993). A desires congruency model of consumer satisfaction. Journal Academy of Marketing Science, 21 (3), 169-177.
Spreng, R. A. and Mackoy, R. D. (1996). An empirical examination of a model of perceived service quality and satisfaction. Journal of Retailing, 72 (2), 201-214.
Swan, J. E. and Trawick, I. F. (1981). Disconfirmation of expectations and satisfaction with a retail service. Journal of Retailing, 57 (3), 49-67.
Swanson, S. and Kelley, S. (2001). Service recovery attributions and word of mouth intentions. European Journal of Marketing, 35 (1), 194-211.
Terblanche, N. (2006). The relationship between customer satisfaction and loyalty: An application of the American Customer Satisfaction Index in the South African fast food industry. Management Dynamics, 15 (2), 31-45.
Tse, D. and Wilton, P.C. (1988). Models of consumer satisfaction: An extension. Journal of Marketing Research, 25, 204-212.
Tung, C. F. (2010). Exploring customer satisfaction, Perceived quality and image: An empirical study in the mobile services industry. The Business Review, 14(2), 63-72.
Weiwei, T. (2007). Impact of corporate image and corporate reputation on customer loyalty: A review. Management Science and Engineering, 1 (2), 57-65.
Westbrook, R. A. and Reilly, D. (1983). Value-precept disparity: An alternative to the disconfirmation of expectations theory of consumer satisfaction. In R. P. Bagozzi and A. M. Tybout (Eds.). Advances in Consumer Research (pp. 256-261). Ann Arbor, MI: Association for Consumer Research.
Westbrook, R. A. (1987). Product/consumption-based affective responses and post purchase processes. Journal of Marketing Research, 24 (agosto), 258-270.
Woodruff, R.; Clemons, D.; Schumann, D.; Gardial, S.; and Burns, M. (1991). The standards issue in CS/D research: A historical perspective. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 4, 103-109.
Woodruff, R. B. and Gardial, S. F. (1996). Know your customer: New approaches to understanding customer value and satisfaction. Malden: Blackwell Business.
Yeo, R. K. (2009). Service quality ideals in a competitive tertiary environment. International Journal of Educational Research, 48 (1), 62-76.
Yi, Y. (1990). A critical review of consumer satisfaction. En V. A. Zeithaml (Ed.), Review ofMarketing (pp. 68-123). Chicago: American Marketing Association.
Yi, Y. (1993). The determinants of consumer satisfaction: The moderating role of ambiguity. Advances in Consumer Research, 20, 502-506.
Yu, Y and Dean, A. (2001). The contribution of emotional satisfaction to consumer loyalty. International Journal of Service Industry Management, 12 (3), 234-250.
Zeithaml, V. A. and Bitner, M. J. (2002). Marketing de servicios. Un enfoque de integración del cliente a la empresa. México D.F.: McGraw-Hill.
Zeithaml, V. A.; Berrry, L. L.; and Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60 (April), 31-46.
Anderson, E. W.; Fornell, C.; and Lehmann, D. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. Journal of Marketing, 58 (julio), 53-66.
Anderson, E. W.; Fornell, C.; and Rust, R. (1997). Customer satisfaction, productivity and profitability: Differences between goods and services. Marketing Science, 16, 129-145.
Anderson, R. E. (1973). Consumer disatisfaction: The effect of disconfirmed expectancy on perceived product performance. Journal ofMarketing Research, 10 (febrero), 38-44.
Andreassen, T. (1994). Satisfaction, loyalty and reputation as indicators of customer orientation in the public sector. The International Journal of Public Sector Management, 7 (2), 16-36.
Andreassen, T. (2000). Antecedents with satisfaction with service recovery. European Journal of Marketing, 34 (1), 156-175.
Andreassen, T. W. and Lindestad, B. (1998). The effect of corporate image in the formation of customer loyalty. Journal of Service Research, 1 (1), 82-92.
Babin, B. J.; Darden, W. R.; and Griffin, M. (1994). Work and/or fun: Measuring hedonic and utilitarian shopping value. Journal of Consumer Research, 20 (marzo), 644-656.
Bloemer, J. and Kasper, H. (1995). The complex relationship between consumer satisfaction and brand loyalty. Journal of Economy Psychology, 16, 311-329.
Brady, M. K. and Cronin, J. J. Jr. (2001). Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing, 65 (3), 34-49.
Brown, S. and Lam, S. (2008). A meta-analysis of relationships linking employee satisfaction to customer responses. Journal of Retailing, 84 (3), 243-255.
Cardozo, R. (1964). Customer satisfaction: Laboratory study and marketing action. Journal of Marketing Research, 2 (agosto), 244-249.
Chan, L.; Hui, Y; Lo, H.; Tse, S.; Tso, G. and Wu, M. (2003). Consumer satisfaction index: New practice and findings. European Journal ofMarketing, 37 (5), 872-909.
Churchill, G. and Suprenant, C. (1982). An investigations into determinants of customer satisfaction, Journal of Marketing Research, 19 (noviembre), 491-504.
Cronin, J. J. and Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56 (julio), 55-68.
Edvardsson, B.; Johnson, M.; Gustaffson, A.; and Strandvik, T. (2000). The effects of satisfaction and loyalty on profits and growth: Products versus services. Total Quality Management, 11 (7), 917-927.
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.
Fischer, A. H.; Manstead, A. S.; and Rodríguez, P. M. (1999). The role of honour-related vs. individualistic values in conceptualizing pride, shame, and anger: Spanish and Dutch cultural prototypes. Cognition and Emotion, 13 (2), 149-179.
Fornell, C. (1992). A National Customer Satisfaction Barometer: The Swedish experience. Journal of Marketing, 56 (1), 6-21.
Fornell, C.; Johnson, M. D.; Anderson, E. W.; Cha, J.; and Bryant, B. E. (1996). The American Customer Satisfaction Index: Nature, purpose, and findings. Journal ofMarketing, 60 (4), 7-18.
Gallarza, M. and Gil, I. (2006). Value dimensions, perceived value, satisfaction and loyalty: An investigation of university students' travel behaviour, Tourism Management, 27(3), 437-452.
Giese, J. L. and Cote, J. A. (2000). Defining consumer satisfaction. Academy of Marketing Science Review, 1, 1-34.
Gil, I.; Berenguer, G.; and Cervera, A. (2008). The roles of service encounters, service value, and job satisfaction in achieving customer satisfaction in business relationships. Industrial Marketing Management, 37 (8), 921-939.
Gil, I.; Sánchez, M.; Berenguer, G. y Gallarza, M. (2005). Encuentro de servicio, valor percibido y satisfacción del cliente en la relación entre empresas. Cuadernos de Estudios Empresariales, 15, 47-72.
Gilbert, D. and Wong, R. (2003). Passenger expectations and airline services: A Hong Kong based study. Tourism Management, 24 (5), 519-532.
Grigoroudis, E. and Siskos, Y. (2004). A survey of customer satisfaction barometers: Some results from the transportation-communications sector. European Journal of Operational Research, 152, 334-353.
Grönroos, G. (1982). An applied service marketing theory. European Journal ofMarketing, 16 (7), 30-41.
Hackl, P.; Scharitzer, D.; and Zuba, R. (1996). The Austrian Customer Satisfaction Barometer (AC-SB): A pilot study. DerMarkt, 35, 86-94.
Helgesen, O. and Nesset, E. (2007). Images, satisfaction and antecedents: Drivers of student loyalty? A case study of a norwegian university college. Corporate Reputation Review, 10 (1), 38-59.
Hirschman, A. (1970). Exit, voice and loyalty - Responses to decline in firms, organizations and states. Cambridge, MA: Harvard University Press.
Howard, J. A. and Sheth, J. N. (1969). The theory of buyer behavior. New York: John Wiley & Sons, Inc.
Hunt, H. K. (1977). Consumer satisfaction/dissatisfaction - Overview and future research directions. In H. K. Hunt (Ed.), Conceptualization and measurement of consumer satisfaction and dissatisfaction (pp. 455-488). Cambridge, MA: Marketing Science Institute.
Johnson, M. and Fornell, C. (1991). A framework for comparing customer satisfaction across individuals and product categories. Journal of Economic Psychology, 12, 267-286.
Johnson, M. and Gustafsson, A. (2000). Improving customer satisfaction, loyalty and profit: An integrates measurement and management system. San Francisco, CA: Jossey-Bass.
Johnson, M.; Anderson, E. W.; and Fornell, C. (1995). Rational and adaptative performance expectations in a customer satisfaction framework. Journal of Consumer Research, 21 (marzo), 695-707.
Johnson, M.; Gustafsson, A.; Andreassen, T.; Lervik, L.; and Cha, J. (2001). The evolution and future of national customer satisfaction index models. Journal of Economic Psychology, 22, 217-245.
Jones, M. A. and Suh, J. (2000). Transaction-specific satisfaction and overall satisfaction: An empirical analysis. Journal of Services Marketing, (2), 147-159.
Kristensen, K.; Martensen, A.; and Gronholdt, L. (1999). Measuring the impact of buying behaviour on customer satisfaction. Total Quality Management, 10 (4-5), 602-614.
Lam, S.Y.; Shankar, V.; Erramilli, M.K.; and Murthy, B. (2004). Customer value, satisfaction, loyalty, and switching costs: An illustration from a business-to-business service context. Academy of Marketing Science Journal, 32 (3), 293-311.
Lu, C. S. (2003). An evaluation of service attributes in a partnering relationship between maritime firms and shippers in Taiwan, Transportation Journal, 42 (5), 5-16.
Maxham, J. and Netemeyer, R. (2003). Firms reap what they sow: The effects of shared values and perceived organizational justice on customers' evaluations of complaint handling. Journal of Marketing, 67 (1), 46-62.
Mayhew, B. and Winer, R. (1992). An empirical analysis of internal and external reference prices using scanner data. Journal of Consumer Research, 19, 62-70.
McDougall, G. H. G. and Levesque, T. (2000). Customer satisfaction with services: Putting perceived value into the equation. Journal of Services Marketing, 14 (5), 392-410.
Meyer, A., (1994). Das Deutsche Kundenbarometer, 1994. München: Ludwing-Maximilians-Univer-sitat München.
Miller, J. A. (1977). Exploring satisfaction modifying models, eliciting expectations, posing problems, and making meaningful measurements. In H. K. Hunt (Ed.), Conceptualisation and measurement of consumer satisfaction and dissatisfaction (pp. 72-91). Cambridge, MA: Marketing Science Institute.
Mittal, V. and Kamakura, W. (2001). Satisfaction, repurchase intent, and repurchase behavior: Investigating the moderating effect of customer characteristics. Journal ofMarketing Research, 38 (1), 131-142.
Mittal, V. and Lassar, W. M. (1996). The role of personalization in service encounters. Journal of Retailing. 72 (1), 95-109.
O'Loughlin, C. and Coenders, G. (2004). Estimation of the European Customer Satisfaction Index: Maximum likelihood versus partial least squares. Application to postal services. Total Quality Management & Business Excellence, 15 (9), 12-31.
Oliver, R. L. (1977). Effect of expectation and disconfirmation on post exposure product evaluations: An alternative interpretation. Journal of Applied Psychology, 62 (agosto), 480-486.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17 (noviembre), 460-469.
Oliver, R. L. (1993). Cognitive, affective, and attribute bases of the satisfaction response. Journal of Consumer Research, 20 (diciembre), 418-430.
Oliver, R. L. and Swan, J. E. (1989). Consumer perceptions of interpersonal equity and satisfaction in transactions: A field survey approach. Journal of Marketing, 53 (abril), 21-35.
Oliver, R.L. (1999). Whence consumer loyalty? Journal of Marketing, 63 (special issue), 33-44.
Olshavsky, R. W. and Miller, J.A. (1972). Consumer expectations, product performance and perceived product quality. Journal of Marketing Research, 9 (febrero), 19-21.
Parasuraman, A.; Berry, L.; and Zeithaml, V. (1991). Refinement and reassessment of the Servqual scale. Journal of Retailing, 67 (4), 420-450.
Parasuraman, A.; Zeithaml, V. A.; and Berry, L. L. (1988). Servqual: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64 (2), 2-40.
Park, J. W.; Robertson, R.; and Wu, C. L. (2004). The effect of airline service quality on passengers' behavioural intentions: a Korean case study. Journal of Air Transport Management, 10 (6), 435-439.
Petrick, J. F. (2004). The roles of quality, value, and satisfaction in predicting cruise passengers' behavioral intentions. Journal of Travel Research, 42, 397-407.
Reichheld, F. F. and Sasser, W. E. Jr. (1990). Zero defections: Quality comes to services. Havard Business Review, 68 (Sept.-Oct.), 105-111.
Samuelsen, B. (1997). Customer loyalty: Causes and effects. Postgraduate thesis. Buskerud College.
Sanz, S.; Ruiz, C.; and Aldás, J. (2008). La influencia de la dependencia del medio en el comercio electrónico B2C. Propuesta de un modelo integrador aplicado a la intención de compra futura en Internet. Cuadernos de Economía y Dirección de la Empresa, 36, 45-76.
Shapiro, C. (1982). Consumer information, product quality, and seller reputation. Bell Journal of Economics, 13 (1), 20-37.
Spreng, R. and Olshavsky, R. (1993). A desires congruency model of consumer satisfaction. Journal Academy of Marketing Science, 21 (3), 169-177.
Spreng, R. A. and Mackoy, R. D. (1996). An empirical examination of a model of perceived service quality and satisfaction. Journal of Retailing, 72 (2), 201-214.
Swan, J. E. and Trawick, I. F. (1981). Disconfirmation of expectations and satisfaction with a retail service. Journal of Retailing, 57 (3), 49-67.
Swanson, S. and Kelley, S. (2001). Service recovery attributions and word of mouth intentions. European Journal of Marketing, 35 (1), 194-211.
Terblanche, N. (2006). The relationship between customer satisfaction and loyalty: An application of the American Customer Satisfaction Index in the South African fast food industry. Management Dynamics, 15 (2), 31-45.
Tse, D. and Wilton, P.C. (1988). Models of consumer satisfaction: An extension. Journal of Marketing Research, 25, 204-212.
Tung, C. F. (2010). Exploring customer satisfaction, Perceived quality and image: An empirical study in the mobile services industry. The Business Review, 14(2), 63-72.
Weiwei, T. (2007). Impact of corporate image and corporate reputation on customer loyalty: A review. Management Science and Engineering, 1 (2), 57-65.
Westbrook, R. A. and Reilly, D. (1983). Value-precept disparity: An alternative to the disconfirmation of expectations theory of consumer satisfaction. In R. P. Bagozzi and A. M. Tybout (Eds.). Advances in Consumer Research (pp. 256-261). Ann Arbor, MI: Association for Consumer Research.
Westbrook, R. A. (1987). Product/consumption-based affective responses and post purchase processes. Journal of Marketing Research, 24 (agosto), 258-270.
Woodruff, R.; Clemons, D.; Schumann, D.; Gardial, S.; and Burns, M. (1991). The standards issue in CS/D research: A historical perspective. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 4, 103-109.
Woodruff, R. B. and Gardial, S. F. (1996). Know your customer: New approaches to understanding customer value and satisfaction. Malden: Blackwell Business.
Yeo, R. K. (2009). Service quality ideals in a competitive tertiary environment. International Journal of Educational Research, 48 (1), 62-76.
Yi, Y. (1990). A critical review of consumer satisfaction. En V. A. Zeithaml (Ed.), Review ofMarketing (pp. 68-123). Chicago: American Marketing Association.
Yi, Y. (1993). The determinants of consumer satisfaction: The moderating role of ambiguity. Advances in Consumer Research, 20, 502-506.
Yu, Y and Dean, A. (2001). The contribution of emotional satisfaction to consumer loyalty. International Journal of Service Industry Management, 12 (3), 234-250.
Zeithaml, V. A. and Bitner, M. J. (2002). Marketing de servicios. Un enfoque de integración del cliente a la empresa. México D.F.: McGraw-Hill.
Zeithaml, V. A.; Berrry, L. L.; and Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60 (April), 31-46.
Cómo citar
Ospina Pinzón, S., & Gil Saura, I. (2012). Índices nacionales de satisfacción del consumidor. Una propuesta de revisión de la literatura. Cuadernos De Administración, 24(43). https://doi.org/10.11144/Javeriana.cao24-43.insc
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