Thesis advisor: Franklin Harkins / Thesis advisor: Stephen Brown / Thesis (STL) — Boston College, 2017. / Submitted to: Boston College. School of Theology and Ministry. / Discipline: Sacred Theology.

This thesis examines whether the influence of reference price discrepancy on consumer post-purchase satisfaction depends on the type of price discrepancy. Based on Bolton, Warlop, and Alba's (2003) transaction space framework, this thesis proposes that the influence of reference price discrepancy on satisfaction can be classified into three types: across-time price discrepancy, across-consumer price discrepancy, and across-firm price discrepancy. The thesis proposes and tests a satisfaction model that incorporates types of reference price discrepancy, based on perceived fairness, retrospective regret, and disappointment in six experiments. Experiment 1 identifies a negative relationship between perceived fairness of a situation and retrospective regret, independent of the outcomes of comparable others. The findings in experiment 1 are replicated in another context in experiment 2. The findings are generalized beyond price as an attribute into performance in experiment 3. The findings suggest that self-blame mediates the negative relationship between fairness and regret, supporting a just-world explanation. Experiment 4 demonstrates that the influences of reference price discrepancies on perceived fairness, retrospective regret, and disappointment are type-dependent. Experiment 5 provides explanations to as why the influences of reference price discrepancy on fairness, regret, and disappointment are type-dependent. The finding suggests that satisfaction models examining only one antecedent of satisfaction and models without considering retrospective regret have reduced goodness of fit indices and have inflated estimators than the proposed and other alternative models. Finally, experiment 6 demonstrates how mixed reference price information can be separated into its components. This method allows future research to incorporate multidimensional reference price information in research following a generalized utility model. The findings of this thesis have implications for satisfaction modeling, reference price typology, and differential pricing practice. This thesis sends a simple and direct message to marketing practitioners that fairness is the most important antecedent of satisfaction. / Tang, Tzu Lung Felix. / Adviser: Jian-min Jamie Jia. / Source: Dissertation Abstracts International, Volume: 70-06, Section: A, page: 2148. / Thesis (Ph.D.)--Chinese University of Hong Kong, 2008. / Includes bibliographical references (leaves 141-154). / Electronic reproduction. Hong Kong : Chinese University of Hong Kong, [2012] System requirements: Adobe Acrobat Reader. Available via World Wide Web. / Electronic reproduction. [Ann Arbor, MI] : ProQuest Information and Learning, [200-] System requirements: Adobe Acrobat Reader. Available via World Wide Web. / Electronic reproduction. Ann Arbor, MI : ProQuest dissertations and theses, [201-] System requirements: Adobe Acrobat Reader. Available via World Wide Web. / Abstracts in English and Chinese. / School code: 1307.

by Lo Wai-kwok and Mak Bing-leung, Rufin. / Bibliography: leaves 167-171 / Thesis (M.B.A.)--Chinese University of Hong Kong, 1984

South Sea Textile Manufacturing Co., Hong Kong. Annual report, 1970 inserted. / Summary in Chinese. / Thesis (MBA)--Chinese University of Hong Kong. / Bibliography: l. 178-181.

Abstract also in Chinese. / Thesis (MBA)--Chinese University of Hong Kong. / Bibliography: l. 51-52.

The present dissertation is composed of two main parts. The first step lies in a conceptualisation research effort, which aims at re-constructing success and providing a new understanding of success as a subjective, individual-based concept encompassing three dimensions : professional, familial and personal success. Success is defined as : an ideal state of global satisfaction that may relate to family, personal or work fulfilment feelings, according to individual preferences. The second part is an empirical study which is designed to illustrate this conceptual framework and contribute to extend our knowledge on small firms owner-managers' visions of success. An evaluation method, based on the Index for Global Success (IGS), is elaborated for that purpose. Three analyses are developed : the first one describes the respondents' global characteristics and visions of success, the second study explores males' and females' visions of success, and the last one applies the IGS method to compare high- and low success perceivers, test the link between IGS, business performance and individual satisfaction, and thus test the IGS method relevance. The findings prove that success needs to be studied at the individual's level as a subjective construct and that the use of a composite index to evaluate success enables the gathering of overlapping dimensions composing success. The importance of personal and familial dimensions, beyond professional success, receives empirical support. Females appear to have different visions of success than males, placing higher concern on the personal dimension. Finally, the Index for Global Success enables the testing of subsamples which differ in their levels of satisfaction and firm's performance. Statistical analyses establish that `success' (evaluated through the Index for Global Success), business performance and individual satisfaction are positively correlated. It is concluded that the IGS method is a relevant tool to evaluate success, and that success is a complex rather than simple unidimensional construct.

Typescript (photocopy). / Digitized by Kansas Correctional Industries

Ce travail doctoral vise à comprendre le lien entre l’expérience de magasinage en ligne et l’évaluation cognitive générée par l’interface marchande, tout en examinant les réponses comportementales induites. Notre objectif est d'expliquer les relations pouvant exister entre les réponses comportementales en ligne et la perception du plaisir de l'expérience d'une part et l'évaluation cognitive d'une autre part. Il s'agit d'étudier l'effet direct de l'évaluation cognitive sur le plaisir de l'expérience de magasinage en ligne mais aussi son effet indirect sur le comportement à travers l'expérience. D'un point de vue managérial, notre travail vise à apporter des réponses possibles aux concepteurs des sites quant au rôle du consommateur dans la perception de la qualité de l'expérience en ligne. Plus clairement, il s'agit d'identifier la combinaison de variables relatives à l'interface du site et au consommateur, susceptible de créer une réponse comportementale favorable. / This PhD work aims to understand the relationship between the online shopping experience and the cognitive evaluation generated by the merchant interface, while examining the induced behavioral responses. Our aim is to explain the relationship between on-line behavioral responses and the perception of pleasure on the one hand and cognitive evaluation on the other. We study the direct effect of cognitive evaluation on the pleasure of the online shopping experience but also its indirect effect on behavior through experience. From a managerial point of view, our work aims to provide possible answers to the site designers as to the role of the consumer in the perception of the quality of the online experience. More clearly, it is a question of identifying the combination of variables relating to the site interface and to the consumer, likely to create a favorable behavioral response.

Wong Ka Chat Andrew. / Thesis (M.Phil.)--Chinese University of Hong Kong, 2005. / Includes bibliographical references (leaves 72-79). / Abstracts in English and Chinese. / ABSTRACT (ENGLISH) --- p.i / ABSTRACT (CHINESE) --- p.iii / TABLE OF CONTENTS --- p.iv / LIST OF TABLES --- p.vii / LIST OF FIGURES --- p.viii / Chapter CHAPTER ONE --- INTRODUCTION --- p.1 / Chapter 1.1 --- Background --- p.1 / Chapter 1.2 --- Research Objectives --- p.4 / Chapter 1.2.1 --- To incorporate affective expectation theory into satisfaction research --- p.4 / Chapter 1.2.2 --- To distinguish the differential satisfaction responses elicited by affective and cognitive expectations --- p.4 / Chapter 1.2.3 --- To propose the theory that expectation bases predetermine evaluation modes --- p.5 / Chapter CHAPTER TWO --- CONCEPTUAL FRAMEWORK --- p.6 / Chapter 2.1 --- Affective and Cognitive Expectations --- p.6 / Chapter 2.1.1 --- Definitions --- p.6 / Chapter 2.1.2 --- The Assimilation Effects of Affective Expectation --- p.7 / Chapter 2.1.3 --- Different Satisfaction Responses Evoked by Different Expectation Bases --- p.9 / Chapter 2.1.4 --- Hypothesis 1 --- p.10 / Chapter 2.2 --- The Predetermination of Evaluation Mode --- p.11 / Chapter 2.2.1 --- Affective and Cognitive Evaluation Modes --- p.12 / Chapter 2.2.2 --- The Theory of Predetermination of Evaluation Modes --- p.14 / Chapter 2.2.3 --- Hypothesis 2 --- p.14 / Chapter CHAPTER THREE --- RESEARCH METHODOLOGY --- p.15 / Chapter 3.1 --- Pretest --- p.15 / Chapter 3.1.1 --- Pretest 1: Affective quality manipulation --- p.16 / Chapter 3.1.2 --- Pretest 2: Cognitive quality of the CD --- p.18 / Chapter 3.1.3 --- Pretest 3: Expectation manipulations --- p.19 / Chapter 3.2 --- Main Study --- p.23 / Chapter 3.2.1 --- Participants and Design --- p.23 / Chapter 3.2.2 --- Procedure --- p.24 / Chapter 3.2.3 --- Measures --- p.26 / Chapter CHAPTER FOUR --- RESULTS --- p.28 / Chapter 4.1 --- Demand and Manipulation Checks --- p.28 / Chapter 4.2 --- Hypotheses Testing --- p.30 / Chapter 4.2.1 --- Differential Effect of Affective and Cognitive Expectations on Satisfaction --- p.30 / Chapter 4.2.2 --- The Predetermination of Evaluation Modes --- p.37 / Chapter 4.2.2.1 --- Total Number of Thoughts --- p.38 / Chapter 4.2.2.2 --- Proportion of Affective Thoughts --- p.38 / Chapter 4.2.2.3 --- Proportion of Cognitive Thoughts --- p.40 / Chapter 4.2.2.4 --- Proportional of Comparative Thoughts --- p.42 / Chapter 4.2.2.5 --- Proportion of Positive Thoughts --- p.45 / Chapter 4.2.2.6 --- Proportion of Negative Thoughts --- p.49 / Chapter 4.2.2.7 --- Proportion of Visual Thoughts --- p.54 / Chapter CHAPTER FIVE --- DISCUSSION --- p.56 / Chapter 5.1 --- Theoretical Contribution --- p.56 / Chapter 5.2 --- Limitations and Research Opportunities --- p.61 / APPENDIX 1 MOCK UP MAGAZINE EXCERPT --- p.64 / Chapter 1A --- Cognitive Version --- p.64 / Chapter 1B --- Affective Version --- p.65 / APPENDIX 2 COMMENTS ON THE CD CLAIMED TO BE WRITTEN BY PREVIOUS PARTICIPANTS --- p.66 / Chapter 2A --- Cognitive Version --- p.66 / Chapter 2B --- Affective Version --- p.67 / APPENDIX 3 EXAMPLES OF LISTED THOUGHTS CODED AS AFFECTIVE --- p.68 / Chapter 3A --- Positive --- p.68 / Chapter 3B --- Negative --- p.68 / APPENDIX 4 EXAMPLES OF LISTED THOUGHTS CODED AS COGNITIVE. . --- p.69 / Chapter 4A --- Positive --- p.69 / Chapter 4B --- Negative --- p.69 / APPENDIX 5 EXAMPLES OF LISTED THOUGHTS CODED AS COMPARISON --- p.70 / APPENDIX 6 examples of listed thoughts coded as visual --- p.71 / References

Sit Yau Fai. / Thesis submitted in: July 2005. / Thesis (M.Phil.)--Chinese University of Hong Kong, 2006. / Includes bibliographical references (leaves 56-66). / Abstracts in English and Chinese. / ABSTRACT (ENGLISH) --- p.i / ABSTRACT (CHINESE) --- p.iii / TABLE OF CONTENTS --- p.iv / LIST OF TABLES --- p.vi / LIST OF FIGURES --- p.vii / Chapter CHAPTER ONE --- INTRODUCTION --- p.1 / Chapter 1.1 --- Overview --- p.1 / Chapter 1.2 --- Background and Purpose --- p.1 / Chapter 1.3 --- Significance of this Thesis --- p.3 / Chapter 1.4 --- Outline of this Thesis --- p.4 / Chapter CHAPTER TWO --- LITERATURE REVIEW --- p.6 / Chapter 2.1 --- Overview --- p.6 / Chapter 2.2 --- Service Marketing and Trust --- p.6 / Chapter 2.2.1 --- Dimensions of Trust --- p.7 / Chapter 2.2.2 --- Benevolence and Competence Trust --- p.7 / Chapter 2.3 --- Trust Based Service Relationship and Customer Reactions --- p.9 / Chapter 2.3.1 --- Satisfaction and Service Relationship --- p.10 / Chapter 2.3.2 --- Behavioral Intentions and Service Relationship --- p.11 / Chapter 2.4 --- "Culture, Self-Construals and Trust" --- p.12 / Chapter CHAPTER THREE --- THEORETICAL AND CONCEPTUAL DEVELOPMENT --- p.15 / Chapter 3.1 --- Overview --- p.15 / Chapter 3.2 --- Effectiveness of Benevolence and Competence Trust --- p.15 / Chapter 3.3 --- Self-Construals and Service Failure --- p.19 / Chapter 3.3.1 --- Satisfaction and Repatronage Intention --- p.22 / Chapter 3.3.2 --- Complaint Intention --- p.24 / Chapter CHAPTER FOUR --- RESEARCH METHODOLOGY --- p.24 / Chapter 4.1 --- Introduction --- p.24 / Chapter 4.2 --- Research Design --- p.24 / Chapter 4.3 --- Procedures --- p.25 / Chapter 4.4 --- Participants --- p.26 / Chapter 4.5 --- Measures --- p.27 / Chapter CHAPTER FIVE --- RESEARCH FINDINGS --- p.29 / Chapter 5.1 --- Introduction --- p.29 / Chapter 5.2 --- Manipulation Checks --- p.29 / Chapter 5.3 --- Results --- p.30 / Chapter 5.3.1 --- Main Effects of Service Relationship --- p.32 / Chapter 5.3.2 --- Interaction Effects of Service Relationship --- p.34 / Chapter 5.3.2.1 --- Satisfaction --- p.34 / Chapter 5.3.2.2 --- Repatronage Intention --- p.37 / Chapter 5.3.2.3 --- Complaint Intention --- p.39 / Chapter CHAPTER SIX --- CONCLUSION --- p.43 / Chapter 6.1 --- Overview --- p.43 / Chapter 6.2 --- Discussion --- p.43 / Chapter 6.3 --- Limitations and Future Research --- p.48 / APPENDIX I Service Scenarios --- p.51 / APPENDIX II Demographics Profile --- p.53 / APPENDIX III Measures of Trust Used in the Study --- p.54 / APPENDIX IV Self-Construal Scale --- p.55 / REFERENCES --- p.56