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According to the emission view of behaviour, consumers emit overt responses as a result of a more or less complicated prior process which started in the environment. Explores the consequences of an alternative view – the control perspective of consumer behaviour. Argues that consumer behaviour is a latent, unobservable construct which is hierarchical in nature. The three aspects of behaviour, operation, identification and motivation, form an interrelated behaviour structure. Forumulates implications for research and application.

Although the basic idea of benefit segmentation lies in using causal, as opposed to descriptive, factors as segmentation criteria, most of the empirical studies do not differentiate between product attributes and the benefit sought by consumers. The objectives of this article are to clarify the distinction between attributes and benefits sought, and to apply a modified laddering technique, based on means‐end theory to use the elicited benefits to form benefit segments. A comparison with attribute‐based segments demonstrates that means‐end chains provide a powerful tool for “true” benefit segmentation.

When assimilation processes occur, expectations have a direct impact on experiences, and experiences bias the memory for prior expectations. Reports the results of two studies which examine assimilation processes using path analysis. Formulates implications and recommendations for service management and for research.

Any career is marked by luck, both good and bad, as well as by hard work interspersed by times of uncertainty, fits and starts, and learning from one's mistakes and successes. But beyond these outcomes and actions, I owe an enormous debt to people who have shaped me and made life the challenging and rewarding journey it is. My family of origin and extended family were incredibly supportive in personal and functional ways. So many mentors and teachers influenced what I know and who I am. Many students, colleagues, secretaries, computer and library staff, and group chairs and deans provided the help, inspiration, and friendship guiding my career behind the scenes. My wife, son, and daughter sustained me through times of tears and joy, as did my community of faith. All these relationships were foundational to any contributions I may have made to attitudes, social action, and theory of mind; methodology, statistics, and philosophical foundations of research; sales force, organization, and health behaviors; emotions, ethics, and moral behavior; and marketing and managerial practice. For me, my career contributions are secondary to the relationships within which I was fortunate to engage.

Aims to explicate the relationships between, and restrict the domains of, perceived service quality, perceived product value, product attitude, and customer satisfaction/dissatisfaction. Uses conceptual dimensions to explore similarities and differences between perceived service quality and related constructs. States that the conceptual analysis shows similarities, differences and inter‐relationships which are not always recognized in service quality research and management and suggests avenues for future research.

Analyzing over 800 critical incidents across six service industries this study finds that responsiveness, courtesy/understanding the customer and communication frequently function as satisfiers driving the occurrence of positive incidents. Lack of competence, credibility and, particularly, reliability function as dissatisfiers driving the occurrence of negative incidents. Two generic dimensions emerge from multiple correspondence analysis: service system versus service people, and customer initiative versus employee initiative. The service system is associated with negative incidents, and service people with positive incidents. Substantial differences between service industries in antecedents of critical incidents emerge. Implications and recommendations for service delivery design and management are offered.