Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation.
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Customer satisfaction can be quantified from the variance between customer's expectation and experience in perceived products or services.
“This was premised on the axioms that customer's satisfaction can quantify from variance between customer's expectation and experience in perceived products or services (Oliver 1977).”
From Service Quality Dimensions and Customer Satisfaction: An Empirical Study of the Nigerian Online Business-to-Consumer (B2C) Firms (2025) · cites this paper as Oliver 1977
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A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
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Should we delight the customer?
Rust, R. T., & Oliver, R. L. (2000) · Journal of the Academy of Marketing Science · doi:10.1177/0092070300281008 · Cited by 712 · see citing works
Self-citationDisconfirmation of consumer expectations through product trial
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Product fit uncertainty in online markets: nature, effects, and antecedents
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EFFECTS OF DISCONFIRMED CONSUMER EXPECTATIONS ON FOOD ACCEPTABILITY
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- Authors
- Oliver, R. L.
- Affiliations
- University of Iowa (US)
- Corresponding author
- Oliver, Richard L.
- Venue
- Journal of Applied Psychology
- Published
- 1977-08
- Volume
- 62
- Issue
- 4
- Pages
- 480-486
- ISSN
- 0021-9010 (ISSN-L)
- 1939-1854
- OpenAlex
- W1983225075
- Cited by
- 1,770
- References
- 0
- Citations by year
- 2026: 76 · 2025: 129 · 2024: 106 · 2023: 107 · 2022: 151 · 2021: 95 · 2020: 79 · 2019: 98 · 2018: 88 · 2017: 113 · 2016: 77 · 2015: 81 · 2014: 62 · 2013: 66 · 2012: 55
- FWCI
- 15.30
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Journal of Applied Psychology (publishedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior and Marketing Influence
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior in Brand Consumption and Identification
- Keywords
- expectations, disconfirmation, product evaluation, consumer behavior
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Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
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