Pursuing personal constructs through quality, value, and satisfaction

Barry J. Babin, Kevin W. James, Kerri Camp, Robert Paul Jones and Janna M. Parker

Journal of Retailing and Consumer Services, 2019, vol. 51, issue C, 33-41

Abstract: The theoretical notion of personal constructs implies that the very meaning of things, including activities, ultimately is determined by the extent to which it moves one closer to attaining central ideological states known as terminal personal values. Marketing and consumer research models traditionally approach deeply held personal values as an important, motivational, individual difference characteristic that orients behavior. This research takes a value-based perspective and examines personal values achievement as a climactic result of customer-retailer interaction. Field research across two service contexts provides a test of whether and how key service constructs contribute to the perception of progress toward a preferable state. Results from two studies provide consistent evidence that retail services including shopping and dining can allow customers to incrementally achieve a preferred personal value state through a sequence of quality, experiential (hedonic) value realized and customer satisfaction. Theoretical and managerial implications discuss the process and business implications.

Keywords: Personal values; Hedonic value; Utilitarian value; Retailing; Means-end chains; Personal construct theory (search for similar items in EconPapers)
Date: 2019
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (3)

Downloads: (external link)
http://www.sciencedirect.com/science/article/pii/S0969698918310361
Full text for ScienceDirect subscribers only

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:51:y:2019:i:c:p:33-41

DOI: 10.1016/j.jretconser.2019.05.021

Access Statistics for this article

Journal of Retailing and Consumer Services is currently edited by Harry Timmermans

More articles in Journal of Retailing and Consumer Services from Elsevier
Bibliographic data for series maintained by Catherine Liu ().