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La satisfaction des consommateurs spécifique à une transaction: définition, antécédents, mesures et modes

https://doi.org/10.1177/076737010201700204
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What this work says

Outgoing claims: the papers this work cites, builds on, or argues with.

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Attributional influences on consumers' desires to communicate about products
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Human Emotions
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Customer satisfaction, customer retention, and market share
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An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions
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The complex relationship between consumer satisfaction and brand loyalty
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Toward an Integration of Cognitive and Motivational Perspectives on Social Inference: A Biased Hypothesis-Testing Model
inferredcites →https://doi.org/10.1016/s0167-8116(96)00015-8openalex-snapshot
Store atmosphere, mood and purchasing behavior
inferredcites →https://doi.org/10.1016/s0167-8116(97)00004-9openalex-snapshot
The dynamics of the service delivery process: A value-based approach
inferredcites →https://doi.org/10.1023/a:1009811328161openalex-snapshot
“Friendly” Complaining Behaviors: Toward a Relational Approach
inferredcites →https://doi.org/10.1037/0021-9010.79.6.875openalex-snapshot
Consumer satisfaction and perceived quality: Complementary or divergent constructs?
inferredcites →https://doi.org/10.1037/0033-2909.97.1.74openalex-snapshot
"Spontaneous" causal thinking.
inferredcites →https://doi.org/10.1080/02699939508408963openalex-snapshot
The role of surprise in the attribution process
inferredcites →https://doi.org/10.1086/208564openalex-snapshot
A Multistage Model of Customers' Assessments of Service Quality and Value
inferredcites →https://doi.org/10.1086/208845openalex-snapshot
Two-factor Theory and Consumer Satisfaction: Replication and Extension
inferredcites →https://doi.org/10.1086/208978openalex-snapshot
Consumer Reactions to Product Failure: An Attributional Approach
inferredcites →https://doi.org/10.1086/209131openalex-snapshot
Response Determinants in Satisfaction Judgments
inferredcites →https://doi.org/10.1086/209223openalex-snapshot
Equity and Disconfirmation Perceptions as Influences on Merchant and Product Satisfaction
inferredcites →https://doi.org/10.1086/209243openalex-snapshot
The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction
inferredcites →https://doi.org/10.1086/209299openalex-snapshot
Some Effects of Schematic Processing on Consumer Expectations and Disconfirmation Judgments
inferredcites →https://doi.org/10.1086/209358openalex-snapshot
Cognitive, Affective, and Attribute Bases of the Satisfaction Response
inferredcites →https://doi.org/10.1086/209361openalex-snapshot
Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and Satisfaction
inferredcites →https://doi.org/10.1086/209369openalex-snapshot
Comparing Consumers' Recall of Prepurchase and Postpurchase Product Evaluation Experiences
inferredcites →https://doi.org/10.1108/02652320010358715openalex-snapshot
Pluralism in contemporary marketing practices
inferredcites →https://doi.org/10.1108/03090569410062005openalex-snapshot
Customer Satisfaction during the Service Delivery Process
inferredcites →https://doi.org/10.1108/09564239610129922openalex-snapshot
A comparison of question scales used for measuring customer satisfaction
inferredcites →https://doi.org/10.1108/09564239710185424openalex-snapshot
The qualitative satisfaction model
inferredcites →https://doi.org/10.1108/09564239810210532openalex-snapshot
Customer satisfaction and its consequences on customer behaviour revisited
inferredcites →https://doi.org/10.1177/002224298004400410openalex-snapshot
A Rating Scale for Measuring Product/ Service Satisfaction
inferredcites →https://doi.org/10.1177/002224298304700107openalex-snapshot
Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study
inferredcites →https://doi.org/10.1177/002224299205600304openalex-snapshot
Measuring Service Quality: A Reexamination and Extension
inferredcites →https://doi.org/10.1177/002224299405800304openalex-snapshot
Customer Satisfaction, Market Share, and Profitability: Findings from Sweden
inferredcites →https://doi.org/10.1177/002224299505900102openalex-snapshot
Consumer Trade-Offs and the Evaluation of Services
inferredcites →https://doi.org/10.1177/002224299505900205openalex-snapshot
Return on Quality (ROQ): Making Service Quality Financially Accountable
inferredcites →https://doi.org/10.1177/002224299505900207openalex-snapshot
Going to Extremes: Managing Service Encounters and Assessing Provider Performance
inferredcites →https://doi.org/10.1177/002224299906300403openalex-snapshot
Rediscovering Satisfaction
inferredcites →https://doi.org/10.1177/002224376500200303openalex-snapshot
An Experimental Study of Customer Effort, Expectation, and Satisfaction
inferredcites →https://doi.org/10.1177/002224377200900105openalex-snapshot
Consumer Expectations, Product Performance, and Perceived Product Quality
inferredcites →https://doi.org/10.1177/002224377301000106openalex-snapshot
Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived Product Performance
inferredcites →https://doi.org/10.1177/002224378201900410openalex-snapshot
An Investigation into the Determinants of Customer Satisfaction
inferredcites →https://doi.org/10.1177/002224378702400302openalex-snapshot
Product/Consumption-Based Affective Responses and Postpurchase Processes
inferredcites →https://doi.org/10.1177/002224379303000102openalex-snapshot
A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions
inferredcites →https://doi.org/10.1177/0092070300281014openalex-snapshot
Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgments
inferredcites →https://doi.org/10.1177/03079450094298openalex-snapshot
The Effect of Customers' Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments
inferredcites →https://doi.org/10.1177/076737010001500202openalex-snapshot
Satisfaction des clients et part de marché de l'entreprise : Un réexamen au regard de récentes avancées théoriques
inferredcites →https://doi.org/10.1177/076737010101600202openalex-snapshot
L'influence de la surprise sur la satisfaction des consommateurs — étude exploratoire par journal de bord
inferredcites →https://doi.org/10.1177/076737018900400202openalex-snapshot
La relation entre la satisfaction du consommateur et sa fidélité à la marque: Un examen critique
inferredcites →https://doi.org/10.1177/076737018900400404openalex-snapshot
Pour un développement des mesures de l'affectif en marketing: Synthèse des prérequis
inferredcites →https://doi.org/10.1177/109467059921007openalex-snapshot
Comparing Service Delivery to What Might Have Been
inferredcites →https://doi.org/10.1287/mksc.12.2.125openalex-snapshot
The Antecedents and Consequences of Customer Satisfaction for Firms
inferredcites →https://doi.org/10.1509/jmkr.47.2.iopenalex-snapshot
Journal of Marketing Research
inferredcites →https://doi.org/10.2307/1251003openalex-snapshot
Product Performance and Consumer Satisfaction: A New Concept
inferredcites →https://doi.org/10.2307/1251411openalex-snapshot
Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach
inferredcites →https://doi.org/10.2307/1251871openalex-snapshot
Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses
inferredcites →https://doi.org/10.2307/1252129openalex-snapshot
A National Customer Satisfaction Barometer: The Swedish Experience
inferredcites →https://doi.org/10.2307/3149600openalex-snapshot
Consumer Expectations, Product Performance, and Perceived Product Quality
inferredcites →https://doi.org/10.2307/3150428openalex-snapshot
Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction
inferredcites →https://doi.org/10.2307/3150499openalex-snapshot
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
inferredcites →https://doi.org/10.2307/3151408openalex-snapshot
Selected Determinants of Consumer Satisfaction and Complaint Reports
inferredcites →https://doi.org/10.2307/3151641openalex-snapshot
Expectations and Norms in Models of Consumer Satisfaction
inferredcites →https://doi.org/10.2307/3151833openalex-snapshot
Modeling Consumer Satisfaction Processes Using Experience-Based Norms
inferredcites →https://doi.org/10.2307/3172652openalex-snapshot
Models of Consumer Satisfaction Formation: An Extension
inferredcites →https://doi.org/10.4135/9781452229102.n1openalex-snapshot
Service Quality: Insights and Managerial Implications from the Frontier
inferredcites →https://doi.org/10.4135/9781452229102.n11openalex-snapshot
A Customer Satisfaction Research Prospectus
inferredcites →https://doi.org/10.4135/9781452229102.n3openalex-snapshot
Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice
inferredcites →https://doi.org/10.4135/9781452229102.n8openalex-snapshot
Linking Customer Satisfaction to Service Operations and Outcomes
inferredcites →https://doi.org/10.4324/9780203010679openalex-snapshot
Consumer Value
inferredcites →https://doi.org/10.4324/9780203010679.ch2openalex-snapshot
Value as excellence in the consumption experience
inferredcites →https://doi.org/10.4324/9781315700892openalex-snapshot
Satisfaction: A Behavioral Perspective on the Consumer
inferredcites →https://doi.org/10.5281/zenodo.14579729openalex-snapshot
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
inferredcites →https://doi.org/10.53555/acr.v2i2openalex-snapshot
Advances in Consumer Research

What points at this work

Incoming claims: where this work appears in other papers’ reference lists and arguments.

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Une échelle ordinale permettant de classer les répondants en «satisfait», «indifférent» et «insatisfait»
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Comprendre et mesurer la valeur du point de vue du consommateur
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Une approche tendancielle du comportement de fidélité : Du concept à sa mesure
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Une comparaison des effets de la première et de la dernière impression dans une rencontre de vente
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La relation surprise-ravissement revisitée à l'aune du marketing expérientiel
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L'impact de la responsabilité sociétale de l'entreprise sur la confiance des consommateurs
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Définition, mesure et déterminants du consentement à payer du consommateur: synthèse critique et voies de recherche
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La confiance en B to B : vers une approche dynamique et intégrative
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Vers une clarification théorique de la notion de valeur perçue en marketing
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Modélisation et tests des effets d’une stratégie d’enrichissement expérientiel : application au contexte touristique
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Plus de valeur pour plus de satisfaction ? Etude du rôle modérateur du cumul d’expériences du consommateur
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A Comparison of the Effects of the First Impression and the Last Impression in a Selling Context
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Towards a Theoretical Clarification of Perceived Value in Marketing
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How should customers be trained in their role as coproducers? The influence of training and its characteristics on the benefits of coproduction
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L’Éducation Thérapeutique en oncologie : mieux comprendre la satisfaction des patients envers leur expérience vécue
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Changement de tarification et risques liés :
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L’influence de la qualité de service de la plateforme d’enseignement en ligne sur les réactions des apprenants
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The Role of Loyalty Program (LP) and Brand Attachment in Establishing Word-of-Mouth Intentions
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The Role Of Loyalty Program (LP) And Brand Attachment In Establishing Word-Of-Mouth Intentions
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inferred← citeshttps://doi.org/10.5897/ajbm2017.8461openalex-snapshot
The role of service attributes in customer satisfaction: An analysis of classified hotels in Cameroon
inferred← citeshttps://doi.org/10.70675/05b1f51az3183z41efz91dez9e5731dc07bfopenalex-snapshot
La festivalisation : approche du Festival d’Avignon par l’anthropologie de la communication
inferred← citeshttps://doi.org/10.70675/1ef65717zcee9z4540z8cedz6d63ef24051fopenalex-snapshot
L'interactivité des technologies en magasin : essai de définition et étude de l'impact sur la relation consommateur-vendeur ?
inferred← citeshttps://doi.org/10.70675/2768681ez45dcz45adz84cfz48457e160972openalex-snapshot
Seeking redress from third parties : the roles of the mediator in the service recovery process
inferred← citeshttps://doi.org/10.70675/279c263czfcbbz455ezbaf1zb9390e67da20openalex-snapshot
Contribution à l'analyse de la relation qualité perçue - satisfaction dans les services d'hébergement touristique
inferred← citeshttps://doi.org/10.70675/4493f197z4a9ez4c97zbe0czd2c7a343f63eopenalex-snapshot
L’influence de la valeur perçue sur l’engagement client : vers une nouvelle approche de la relation "individu-destination" en tourisme
inferred← citeshttps://doi.org/10.70675/44c65190zd60cz491dzb41ez6a2d332d3a80openalex-snapshot
Valeur de shopping en magasin phygital : discussion théorique, exploration qualitative et test quantitatif
inferred← citeshttps://doi.org/10.70675/508679f4z87f7z47b4zaa0fz9938419ab2aaopenalex-snapshot
Les déterminants de la fidélité à l'enseigne-marque de service : application dans le secteur bancaire vietnamien
inferred← citeshttps://doi.org/10.70675/54f694a6zcc55z4ed7z8e16zbdbdbaaf7d46openalex-snapshot
L'évolution dans le temps du poids des dimensions de l'expérience sur la satisfaction cumulée : le cas des services hédoniques
inferred← citeshttps://doi.org/10.70675/5d02644azc8caz484cza26ezbf53f2791524openalex-snapshot
Vers une exploration conceptuelle de l’expérience optimale vécue en réalité virtuelle : la naissance du flow VR
inferred← citeshttps://doi.org/10.70675/7c1f3284z9563z4102zab81z86afd8a5a4cfopenalex-snapshot
L’influence de l’odeur d’ambiance sur le consommateur : le rôle central de la congruence entre l’odeur et l’image de marque
inferred← citeshttps://doi.org/10.70675/8920f59dz2989z4f84za528zfd805f640eb7openalex-snapshot
L’influence du tempo musical sur l’expérience de consommation d’un loisir sportif : le cas de l’escalade de bloc en salle
inferred← citeshttps://doi.org/10.70675/90bcf01ezf443z4860zbe1czce5896d2a240openalex-snapshot
Mesure de la qualité de service logistique en contexte e-commerce B2C, satisfaction et intention de ré-achat
inferred← citeshttps://doi.org/10.70675/9213b0d4z8873z4c00zbe93z385550b0c8e8openalex-snapshot
Exploration de la culture nationale libanaise : L'influence de la religiosité sur la qualité relationnelle digitale. Application au secteur bancaire en situation de crise
inferred← citeshttps://doi.org/10.70675/a1b828f0ze9c6z488azbe4ez10bbd199467eopenalex-snapshot
Contribution de l'intérêt situationnel à une reconsidération de la satisfaction dans la formation pour adultes
inferred← citeshttps://doi.org/10.70675/aa4f7774z2f2ez4c1eza0c8zaaf973672749openalex-snapshot
Analyse des effets d'appartenance ethnique sur l'usage et la représentation pour les services de télécommunication à l'international en France et ses implications marketing
inferred← citeshttps://doi.org/10.70675/b34582bfz834ez4822za252z05a1f01fd055openalex-snapshot
Un mix design expérientiel-culinarité au service du ravissement du consommateur
inferred← citeshttps://doi.org/10.70675/b6f009dfz8aaaz49f5z82a6zc406998df976openalex-snapshot
Le rôle de la culpabilité ressentie dans le consentement à payer : application aux achats pour l'enfant et à l'achat de produits alimentaires bio
inferred← citeshttps://doi.org/10.70675/cfaba996z82d3z49b8z8e76zb7f0cae98740openalex-snapshot
Étude du désir de changement des produits numériques, le cas du smartphone : représentation du comportement de l’usager et contribution du co-design
inferred← citeshttps://doi.org/10.70675/d069d0cfz6262z4b1ez986cz742591977aa6openalex-snapshot
Paiement électronique. Le secteur bancaire entre l'adoption de l'innovation et la lutte contre la fraude
inferred← citeshttps://doi.org/10.70675/d0f1018cz63f1z4c85zb295z5be9746d9263openalex-snapshot
L’impact de la qualité de service et de la valeur perçue sur la satisfaction et la recommandation des clients en milieu bancaire. Etude sur une clientèle « Banque Privée » et proposition d’actions pour faire progresser le Net Promoter Score
inferred← citeshttps://doi.org/10.70675/d778af18z2b61z4bb8z8fe6ze727ba124a6bopenalex-snapshot
Le lien entre satisfaction et fidélité du consommateur dans le secteur de l'habillement : impact de l'usage des marques et des soldes
inferred← citeshttps://doi.org/10.70675/df67b130z97a1z4e86z8cbaz9c53e6a134f4openalex-snapshot
Les déterminants de la fidélité des consommateurs au commerce de détail cross-canal : application au système drive
inferred← citeshttps://doi.org/10.70675/dfb669e0zd18bz49d3z8f68z7e98970e7dd1openalex-snapshot
Conceptualisation des contextes expérientiels physiques commerciaux et impact sur la valeur à vie du client
inferred← citeshttps://doi.org/10.70675/e9da4617z0fd6z4f0fza4e5z129697d19aecopenalex-snapshot
Une approche évolutionniste de la performance des démarches managériales : le cas du TER Bourgogne
inferred← citeshttps://doi.org/10.70675/f1ef8e10z755dz49a1z98b1z85c0cf6dde40openalex-snapshot
Stratégies de reconquête des clients partis suite à un échec de service
inferred← citeshttps://doi.org/10.70675/f33c4d29z44f2z428czacfaz9659a58d76caopenalex-snapshot
Amélioration de l’expérience d’achat en ligne et de la satisfaction client par le recours au nudge
inferred← citeshttps://doi.org/10.7193/dm.085.29.47openalex-snapshot
L’effet « I can do it ! » : rôle du sentiment d’efficacité personnelle dans la satisfaction à l’égard des aliments santé à orientation fonctionnelle
inferred← citeshttps://doi.org/10.7202/014503aropenalex-snapshot
La satisfaction du consommateur, ses déterminants et ses conséquences
inferred← citeshttps://doi.org/10.7202/038038aropenalex-snapshot
La satisfaction des consommateurs à l’égard des PME de la restauration libre-service
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