Customer Satisfaction and Overall Rating: the Influence of Judgment Certainty

The objective of this research is to understand how rating magnitude and rating uncertainty and its interplay with satisfaction affects stated customer experience. We utilize the Judgment Uncertainty and Magnitude Parameters (JUMP) model (Chandrashekaran, McNeilly, Russ, & Marinova, 2000) to empirically examine consumer judgments of their overall experience.



Citation:

Eugene Sivadas, John Kim, and Norman Bruvold (2012) ,"Customer Satisfaction and Overall Rating: the Influence of Judgment Certainty", in NA - Advances in Consumer Research Volume 40, eds. Zeynep Gürhan-Canli, Cele Otnes, and Rui (Juliet) Zhu, Duluth, MN : Association for Consumer Research, Pages: 1135-1135.

Authors

Eugene Sivadas, University of Washington, Tacoma, USA
John Kim, Oakland University, USA
Norman Bruvold, University of Cincinnati, USA



Volume

NA - Advances in Consumer Research Volume 40 | 2012



Share Proceeding

Featured papers

See More

Featured

A Complete Consumer Journey: Tracking Motivation in the Marketplace

Jacob Suher, Portland State University
Szu-chi Huang, Stanford University, USA
Leonard Lee, National University of Singapore, Singapore

Read More

Featured

The Psychology of the Sharing Economy: How the Sharing Economy Concept Promotes Consumer Altruistic Behaviors

Ping Dong, Northwestern University, USA
Claire I. Tsai, University of Toronto, Canada

Read More

Featured

G11. Sensory Placebo Effects: The Role of Sensory Signaling in Enhancing Marketing Placebos and Consumer Outcomes

Dan King, University of Texas Rio Grande Valley, USA
Sumitra Auschaitrakul, University of the Thai Chamber of Commerce

Read More

Engage with Us

Becoming an Association for Consumer Research member is simple. Membership in ACR is relatively inexpensive, but brings significant benefits to its members.