Skip to main content
SpringerLink
Log in

Establishing Cross-National Equivalence of the Customer Satisfaction/ Dissatisfaction Construct

  • Conference paper
  • First Online:
Proceedings of the 1998 Academy of Marketing Science (AMS) Annual Conference

  • 1542 Accesses

Abstract

Customer satisfaction/dissatisfaction (CS/D) is considered to be a determinant of repeat purchase behavior and brand loyalty (e.g., Oliver & Linda 1981). As such, it has been widely used in the design and management of defensive marketing strategies which seek to retain existing customers (Bloemer & Lemmick, 1992). There are many difficulties which are associated with the understanding and use of CS/D when it is considered as an input variable in the design of international marketing strategies. These difficulties arise from problems concerning whether or not CS/D is an equivalent phenomenon cross-nationally.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 129.00
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
Hardcover Book
USD 169.99
Price excludes VAT (USA)
  • Durable hardcover edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

References

  • Bloemer, J.M. and J. Lemmick. 1992. "The Importance of Customer Satisfaction in Explaining Brand and Dealer Loyalty." Journal of Marketing Management 8: 351-364.

    Article  Google Scholar 

  • Devlin, K. 1991. Logic and Information, Cambridge University Press.

    Google Scholar 

  • Douglas, S.P. and C.S. Craig. 1983. International Marketing Research. Englewood Cliffs: Prentice-Hall.

    Google Scholar 

  • Frijda, N. and G. Jahoda. 1966. "On the Scope and Methods of Cross-Cultural Research." International Journal of Psychology 1(2): 109-127.

    Article  Google Scholar 

  • Oliver, R.L. and G. Linda. 1981. "Effect of Satisfaction and its Antecedents on Consumer Preference and Intention." Advances in Consumer Research 8: 88-93.

    Google Scholar 

Download references

Author information

Authors and Affiliations

  1. University of Glasgow, Norfolk, VA, USA

    Nina L Reynolds

  2. The Open University, Norfolk, VA, USA

    Antonis C Simintiras

Authors
  1. Nina L Reynolds
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Antonis C Simintiras
    View author publications

    You can also search for this author in PubMed Google Scholar

Editor information

Editors and Affiliations

  1. Marketing Department, Old Dominion University, Norfolk, Virginia, USA

    John B. Ford

  2. Old Dominion University, Norfolk, Virginia, USA

    Earl D. Honeycutt, Jr.

Rights and permissions

Reprints and permissions

Copyright information

© 2015 Academy of Marketing Science

About this paper

Cite this paper

Reynolds, N.L., Simintiras, A.C. (2015). Establishing Cross-National Equivalence of the Customer Satisfaction/ Dissatisfaction Construct. In: Ford, J., Honeycutt, Jr., E. (eds) Proceedings of the 1998 Academy of Marketing Science (AMS) Annual Conference. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer, Cham. https://doi.org/10.1007/978-3-319-13084-2_139

Download citation

Publish with us

Policies and ethics

Search

Navigation