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New Meanings for Marketing in a New Millennium pp 290–295Cite as

Do Satisfaction Claims Affect Consumers’ Responses in Servicescapes?

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Part of the Developments in Marketing Science: Proceedings of the Academy of Marketing Science book series (DMSPAMS)

Abstract

This exploratory study examines the effect of advertised customer satisfaction claims on consumers– perceived veracity and purchase intention in the context of a service physical environment (servicescape). The results suggest that consumers exposed to signs that provide personal endorsements (advertised customer satisfaction claims) show a significantly higher perceived veracity and a significantly higher willingness to buy when compared to signs that provide non-personal company endorsements (no satisfaction claim). The results also suggest that perceived veracity mediates the effect of signs and willingness to buy.

Keywords

  • Customer Satisfaction
  • Purchase Intention
  • Service Market
  • Service Consumer
  • Service Encounter

These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

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  • DOI: 10.1007/978-3-319-11927-4_96
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Authors and Affiliations

  1. Mississippi, USA

    Myra Pérez

Authors
  1. Myra Pérez
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Editor information

Editors and Affiliations

  1. Mississippi State University, Mississippi State, Mississippi, USA

    Melissa Moore

  2. Mississippi State University, Mississippi State, Mississippi, USA

    Robert S. Moore

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Pérez, M. (2015). Do Satisfaction Claims Affect Consumers’ Responses in Servicescapes?. In: Moore, M., Moore, R. (eds) New Meanings for Marketing in a New Millennium. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer, Cham. https://doi.org/10.1007/978-3-319-11927-4_96

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