The DOI matches its Crossref record; 4 of the 4 references it cites were found in a registry or an index.
Response Determinants in Satisfaction Judgments
Open accessAbstract
The effects of five determinants of satisfaction are tested as well as individual differences in satisfaction formation. Manipulations of attribution, expectancy, performance, disconfirmation, and equity are written into stock market trading scenarios in a full factorial design. Results show that all main effects and four ordinal two-way interactions are significant. Then, an individual-level analysis is performed on the repeated measures data. Three clusters of subjects sharing similar response tendencies (disconfirmation, performance, and equity) are identified and related to investment attitudes, outcome attitudes, and demographics. No consistent relationships are discovered, suggesting that the response differences reflect deeper behavioral tendencies. Implications of this approach for satisfaction paradigms, satisfaction theory, and individual satisfaction response orientations are presented.
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Citations
Cites
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Oliver, R. L. (1980) · Journal of Marketing Research · doi:10.1177/002224378001700405 · Cited by 14,494
Self-citationAdams, J. S. (1965) · Advances in Experimental Social Psychology · doi:10.1016/s0065-2601(08)60108-2 · Cited by 10,818
An attributional theory of achievement motivation and emotion
Weiner, B. (1985) · Psychological Review · doi:10.1037/0033-295x.92.4.548 · Cited by 7,846
Disconfirmation of consumer expectations through product trial
Olson, J. C., & Dover, P. A. (1979) · Journal of Applied Psychology · doi:10.1037/0021-9010.64.2.179 · Cited by 548
Cited by
A national customer satisfaction barometer: the Swedish experience
Fornell, C. (1992) · Journal of Marketing · doi:10.2307/1252129 · Cited by 5,641
The antecedents and consequences of customer satisfaction for firms
Anderson, E. W., & Sullivan, M. W. (1993) · Marketing Science · doi:10.1287/mksc.12.2.125 · Cited by 4,610
Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing
Tax, S. S., Brown, S. W., & Chandrashekaran, M. (1998) · Journal of Marketing · doi:10.2307/1252161 · Cited by 2,723
River Magic: Extraordinary Experience and the Extended Service Encounter
Arnould, E. J., & Price, L. L. (1993) · Journal of Consumer Research · doi:10.1086/209331 · Cited by 2,572
Mittal, V., & Kamakura, W. A. (2001) · Journal of Marketing Research · doi:10.1509/jmkr.38.1.131.18832 · Cited by 2,256
Metadata
- Authors
- Oliver, R. L., & DeSarbo, W. S.
- Venue
- Journal of Consumer Research
- Publisher
- Oxford University Press (OUP)
- Published
- 1988-03
- Volume
- 14
- Issue
- 4
- Pages
- 495
- ISSN
- 0093-5301 (ISSN-L)
- 1537-5277
- OpenAlex
- W2090014697
- Cited by
- 1,679
- References
- 4
- FWCI
- 17.77
- Type
- journal article
- Language
- en
- Open access
- green
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