Problems associated with existing models of customer satisfaction have created the need for a more integrated theory of the processing mechanisms underlying satisfaction evaluations. Specifically, no consideration has been given to the effect of product/service experience on judgments of satisfaction. An experimental study was conducted to better understand how consumers' ranges of experience affect satisfaction judgments. Two theories, Helson's Adaptation Level Theory and Parducci's Range-Frequency Theory, have traditionally been relied upon in psychophysics to explain how contextual effects influence categorical judgments. Although both theories were tested, the study found that when students were given varying distributions of performance ratings for a typing service, Range-Frequency Theory was more successful in predicting the changes in subsequent satisfaction ratings. / Source: Dissertation Abstracts International, Volume: 51-03, Section: A, page: 0720. / Major Professor: James Dennis White. / Thesis (Ph.D.)--The Florida State University, 1990.
| Identifer | oai:union.ndltd.org:fsu.edu/oai:fsu.digital.flvc.org:fsu_78207 |
| Contributors | Truly, Elise Leora., Florida State University |
| Source Sets | Florida State University |
| Language | English |
| Detected Language | English |
| Type | Text |
| Format | 187 p. |
| Rights | On campus use only. |
| Relation | Dissertation Abstracts International |
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