Conceptual model of the service provider’s response process to customer disconfirmation

The internal consumer response process: Towards an integrated conceptual model

Communicatio ◽

10.1080/02500160902968943 ◽

2009 ◽

Vol 35 (1) ◽

pp. 138-164 ◽

Cited By ~ 1

Author(s):

Janette Hanekom ◽

Rachel Barker

Keyword(s):

Conceptual Model ◽

Consumer Response ◽

Response Process

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Exneriana – II – The Scientific Legacy of John E. Exner, Jr. 1Part of this paper was presented at the XIXth International Congress of Rorschach and Projective Methods, July 22–26, 2008, Louvain, Belgium.

Rorschachiana Journal of the International Society for the Rorschach ◽

10.1027/1192-5604.29.2.81 ◽

2008 ◽

Vol 29 (2) ◽

pp. 81-107 ◽

Cited By ~ 1

Author(s):

Anne Andronikof

Keyword(s):

Clinical Studies ◽

Experimental Studies ◽

Scientific Work ◽

International Congress ◽

Response Process ◽

Scientific Legacy ◽

Projective Test ◽

Projective Methods ◽

Comprehensive Picture ◽

Complex Mechanisms

Based on an analysis of John Exner’s peer-reviewed published work from 1959 to 2007, plus a brief comment for an editorial in Rorschachiana, the author draws a comprehensive picture of the scientific work of this outstanding personality. The article is divided into three sections: (1) the experimental studies on the Rorschach, (2) the clinical studies using the Rorschach, and (3) Exner’s “testament,” which we draw from the last paper he saw published before his death (Exner, 2001/2002). The experimental studies were aimed at better understanding the nature of the test, in particular the respective roles of perception and projection in the response process. These fundamental studies led to a deeper understanding of the complex mechanisms involved in the Rorschach responses and introduced some hypotheses about the intentions of the author of the test. The latter were subsequently confirmed by the preparatory sketches and documents of Hermann Rorschach, which today can be seen at the H. Rorschach Archives and Museum in Bern (Switzerland). Exner’s research has evidenced the notion that the Rorschach is a perceptive-cognitive-projective test.

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