Banca de QUALIFICAÇÃO: EVADIO PEREIRA FILHO

Uma banca de QUALIFICAÇÃO de DOUTORADO foi cadastrada pelo programa.
STUDENT : EVADIO PEREIRA FILHO
DATE: 18/11/2019
TIME: 14:30
LOCAL: NEPSA II
TITLE:

Formation of consumer’s expectations on service: a longitudinal study in the light of the concept of zone of tolerance

KEY WORDS:

Zone of tolerance. Consumer’s expectations. Longitudinal approach.

PAGES: 114
BIG AREA: Ciências Sociais Aplicadas
AREA: Administração
SUMMARY:

In the light of the concept of zone of tolerance, this thesis evaluates how consumer’s expectations evolve over time. It is assumed that four antecedents explain possible changes in expectations: negative experiences, alternative attractiveness, consumer involvement and level of visitation. The proposed theoretical model is structured from seven hypotheses. First, two studies are articulated to test them through independent student samples. A longitudinal approach is employed in which data collections are performed at three time periods. Latent growth model and cluster analysis are used. Another essay is developed to reexamine the moderating role of corporate image and level of visitation about the effect of negative experiences on expectations. For this, role-playing approach is applied. Key findings are presented one by one. Study 1 reveals that only patterns of desired expectations change over time. Moreover, it is possible to point out that these fluctuations of expectations are positively influenced by the degree of consumer involvement.

BANKING MEMBERS:
Presidente - 369.365.614-20 - MIGUEL EDUARDO MORENO ANEZ - UFRN
Interno - 1543333 - ANDERSON LUIZ REZENDE MOL
Externo à Instituição - KLEBER CAVALCANTI NÓBREGA - UnP