The Effects of Expectancy Disconfirmation on Outcome Satisfaction in Police-Citizen Encounters

This study tests the expectancy disconfirmation model using survey data from citizens who recently had police encounters. We find support for the expectancy disconfirmation model\u27s primary hypothesis that increased disparity between expectations of police performance and actual service inversely affects citizen satisfaction with the way the police handle encounters. This finding persists for both voluntary (e.g. breaking and entering victims) and involuntary (e.g. traffic citations) police encounters. Our results also suggest that the scope of the expectancy disconfirmation model is limited. For example, the disparity between expectations and actual service is not correlated with citizen satisfaction with the police in general. Overall, the results show that the expectancy disconfirmation model is useful in that it provides conceptual guidance in an area of research that has been relatively void of theory, and can also help identify needed changes in police practices

Measuring Customer Satisfaction on the Internet

Based on the Expectancy Disconfirmation Model as the underlying construct, methods to measure customer satisfaction with products and the steps to be undertaken in the research process are investigated. The measurement of Derived Satisfaction using (dis)confirmation was identified to be the appropriate approach to CS measurement. Prior research has also shown that during the research process, several points specific to CS measurements need to be accounted for. The Internet services currently used by marketing and social researchers include E-mail, mailinglists, newsgroups, Internet Chat, the World Wide Web (WWW) and Virtual Worlds. Virtual Worlds, being most advantageous for observational studies, are not useful for customer satisfaction research. Virtual Communities, in turn, have some promising characteristics for future use. Internet research methods based on these services include E-mail surveys and WWW-surveys. Common advantages of E-mail- and WWW-surveys include administrative and response speed, cost savings and global reach of respondents. Their greatest common disadvantage is the non-representativeness of the respondents for the larger population as well as their self-selection. Unless access is restricted to a known population, probability sampling is impossible when using the World Wide Web. Based on these insights, the Internet was found to be an advantageous medium for customer satisfaction studies only if specific conditions are met. Companies need to investigate on a case-by-case basis if the online measurement of customer satisfaction is possible in their specific situation. The recommendations were summarized in a decision-making framework. The results of a survey among market research agencies show that practitioners are to a large extent aware of the limitations within which the Internet can be used for customer satisfaction surveys. However, especially WWW-surveys sometimes are conducted in a way that does not lead to representative results.management information;

Disconfirmation of Taste as a Measure of Region of Origin Equity. An Experimental Study on Five French Regions

Disconfirmation of expectations is the mismatch between the expected and blind evaluation of a product (Anderson, 1973). From the consumer's point of view, the hedonic evaluation of a product under full information (intrinsic and extrinsic) is considered as a measure of perceived quality. Generally, the perceived quality of a product differs according to tasting conditions (blind, or full information). Based on previous literature on food marketing we assume that the change of preference between blind and full conditions reflects the influence of extrinsic information (here, the region of origin). Two types of results can be expected from disconfirmation: "Assimilation occurs when the final evaluation of the product changes in the direction of the expectation provided by the extrinsic cue, whereas "contrast" occurs when this change is contrary to the expectation. We experiment on five wines selected among regions with different reputation levels, and two groups of consumers, characterized by their level of expertise (trained/untrained students). Our experiments suggest that disconfirmation may be used to measure and interpret brand equity. ...French Abstract : La déconfirmation des attentes peut se définir comme l'écart entre l'évaluation en aveugle d'un produit et l'attente générée par le signal de qualité (Anderson, 1973). On considère que l'évaluation hédonique du produit en situation d' information complète constitue une mesure de la qualité perçue. On constate que cette évaluation diffère selon qu'elle se fait en l'aveugle ou en conditions d'information complète. La littérature sur le marketing alimentaire nous fait supposer que la différence entre ces deux niveaux d'évaluation résulte des attentes liées à l'information extrinsèque (dans notre cas, la mention de la région d'origine d'un vin). Deux types de résultats sont attendus : un effet d'assimilation, d'une part, lorsque l'évaluation finale se rapproche des attentes produites par l'information extrinsèque. Un effet de contraste, quand l'évaluation finale s'opère en sens inverse de celle des attentes. Nous expérimentons avec cinq vins issus de régions de réputations inégales, et auprès de deux groupes de consommateurs caractérisés par leur degré d'expertise (étudiants entraînes et non entraînés). Nos résultats nous laissent conclure que la déconfirmation des attentes peut constituer un outil d'évaluation de la force d'une marque sur la base d'une réponse de type comportemental.PERCEIVED QUALITY; EXPECTED QUALITY; DISCONFIRMATION; ASSIMILATION/CONTRAST; REGION OF ORIGIN EQUITY

The Importance of Expectation Fulfillment on Domestic Violence Victims’ Satisfaction with the Police in the UK

Purpose – This paper seeks to investigate what victims of domestic violence expect police to do for them, and how these expectations subsequently influence their levels of satisfaction. Design/methodology/approach – Structured interviews with 222 victims of domestic violence were conducted by staff from an integrated community-based service delivery agency in Cardiff, Wales. Multivariate analyses were performed to reveal the factors that contribute to domestic violence victims\u27 satisfaction with the police. Findings – Consistent with the expectancy disconfirmation model, results indicate that the most important determinant of satisfaction is the extent to which victims\u27 expectations about police behaviour and demeanour are fulfilled. Originality/value – The results of this study and implications for police policy are discusse

Exploring doctoral students’ expectations of work-based skills training

Purpose - Doctoral students are expected to undertake work-based skills training within their doctoral studies in areas such as problem solving, leadership and team working. This study explores student expectations of doctoral training within a UK Higher Education context. Design - The data for the study was gathered via two focus groups conducted among doctoral students from different faculties in a post-92 UK University. Participants were selected using a snowball sampling approach. Findings - The findings suggest that the expectations of doctoral students are contingent upon their year of study, study mode, perceived fit between training goals and available training, peer recommendations, Word-of-Mouth (WoM) and the scholarly support they received from their supervisors. Practical Implications - The study suggests a better understanding of students’ segmentation can help Higher Education Institutions deliver training that meets the expectations of doctoral students in a way that result in zero or a positive disconfirmation. Originality/Value – This paper develops and deepens the understanding of the doctoral students’ expectations of work-based skills training and highlights the need for universities to adapt their doctoral training according to the expectations of different student segments

Islamic Caring Model on Increase Patient Satisfaction

Introduction: Patient satisfaction was important aspect that must be considered by health service providers, patients who were not satisfied will leave the hospital and be a competitor\u27s customers so be able caused a decrease in sales of products/services and in turn could reduce and even loss of profit, therefore, the hospital must provided the best service so that it could increase patient satisfaction. The purpose of this study was to exams the effect of Islamic caring model on increase patient satisfaction.. Method: This study was used pre-experimental design, the respondents were 31 patients in the treatment group assigned Islamic caring and 31 patients with a kontrol group that were not given Islamic caring Inpatient Surgical Sultan Agung Islamic Hospital Semarang by using consecutive sampling techniques, patient satisfaction data collected through questionnaires and analyzed with Mann-Whitney test, as for finding out the Islamic caring for patient satisfaction were analyzed with spearmen\u27s rho test. Result: The results showed that there was a significant influence of Islamic caring for perceived disconfirmation (p=0,000) there was a perceived disconfirmation influence on patient satisfaction significantly (p=0,000), there was a significant influence of Islamic caring for patient satisfaction in the treatment group with a kontrol group (p=0.001). Discussion: Discussion of this study was Islamic caring model effect on the increase perceived disconfirmation and patient satisfaction, Perceived disconfirmation effect on patient satisfaction, patient satisfaction who given Islamic caring was increase, patients given Islamic caring had higher satisfaction levels than patients who not given Islamic caring. Suggestions put forward based on the results of the study of Islamic caring model could be applied in Sultan Agung Islamic Hospital as a model of nursing care, Islamic caring behavior can be learned and improved through training and commitment and could be applied in providing nursing care, further studies of other variables that had not been examined in accordance expectancy-disconfirmation theory according Wodruff and Gardial 2002 of comparison standard and satisfaction outcome

Exploring Vietnamese logistics service quality in the run up to AEC 2015

Paper presented at the 7th International Conference on Logistics and Transport, 17th to 20th November, Lyon, France. Abstract: The logistics and supply chain management domain faces a number of ongoing trends and resultant challenges including costs, the globalisation of supply and markets, time compression, product complexity and shrinking product life cycles, quality of performance and service, a shortage of logistics and supply chain management talent, their impact on the natural environment, and risk and disruption and supply chain security (Grant, 2014). This is particularly true in and important for developing economies such as Vietnam