The DOI matches its Crossref record; 4 of the 4 references it cites were found in a registry or an index.
Cognitive, Affective, and Attribute Bases of the Satisfaction Response
Abstract
An attempt to extend current thinking on postpurchase response to include attribute satisfaction and dissatisfaction as separate determinants not fully reflected in either cognitive (i.e., expectancy disconfirmation) or affective paradigms is presented. In separate studies of automobile satisfaction and satisfaction with course instruction, respondents provided the nature of emotional experience, disconfirmation perceptions, and separate attribute satisfaction and dissatisfaction judgments. Analysis confirmed the disconfirmation effect and the effects of separate dimensions of positive and negative affect and also suggested a multidimensional structure to the affect dimensions. Additionally, attribute satisfaction and dissatisfaction were significantly related to positive and negative affect, respectively, and to overall satisfaction. It is suggested that all dimensions tested are needed for a full accounting of postpurchase responses in usage.
Overview
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Integrity signals
Registry
Cites
Statistics
Verification
Claims the paper makes
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Self-check
Percentages, sums and reported differences re-computed from the paper’s own numbers.
The self-check needs the paper’s full text.
Citations
Cites
Russell, J. A. (1980) · Journal of Personality and Social Psychology · doi:10.1037/h0077714 · Cited by 16,334
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-citationAn Investigation into the Determinants of Customer Satisfaction
Churchill, G. A., & Surprenant, C. (1982) · Journal of Marketing Research · doi:10.2307/3151722 · Cited by 2,914
Product/Consumption-Based Affective Responses and Postpurchase Processes
Westbrook, R. A. (1987) · Journal of Marketing Research · doi:10.1177/002224378702400302 · Cited by 2,462
Cited by
Understanding Information Systems Continuance: An Expectation-Confirmation Model1
Bhattacherjee, A. (2001) · MIS Quarterly · doi:10.2307/3250921 · Cited by 8,767
Understanding customer experience throughout the customer journey
Lemon, K. N., & Verhoef, P. C. (2016) · Journal of Marketing · doi:10.1509/jm.15.0420 · Cited by 5,765
The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships
Garbarino, E., & Johnson, M. S. (1999) · Journal of Marketing · doi:10.1177/002224299906300205 · Cited by 4,899
The Role of Emotions in Marketing
Bagozzi, R. P., Gopinath, M., & Nyer, P. U. (1999) · Journal of the Academy of Marketing Science · doi:10.1177/0092070399272005 · Cited by 3,349
Heart and Mind in Conflict: The Interplay of Affect and Cognition in Consumer Decision Making
Shiv, B., & Fedorikhin, A. (1999) · Journal of Consumer Research · doi:10.1086/209563 · Cited by 2,044
Customer Satisfaction: A Meta-Analysis of the Empirical Evidence
Szymanski, D. M., & Henard, D. H. (2001) · Journal of the Academy of Marketing Science · doi:10.1177/0092070301291002 · Cited by 2,002
Lam, S. Y., Shankar, V., Erramilli, M. K., & Murthy, B. (2004) · Journal of the Academy of Marketing Science · doi:10.1177/0092070304263330 · Cited by 1,828
Bhattacherjee, A., & Premkumar, G. (2004) · MIS Quarterly · doi:10.2307/25148634 · Cited by 1,764
Understanding e-learning continuance intention: An extension of the Technology Acceptance Model
Roca, J. C., Chiu, C.-M., & Martínez, F. J. (2006) · International Journal of Human-Computer Studies · doi:10.1016/j.ijhcs.2006.01.003 · Cited by 1,399
Ganesh, J., Arnold, M. J., & Reynolds, K. E. (2000) · Journal of Marketing · doi:10.1509/jmkg.64.3.65.18028 · Cited by 1,305
An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery
McCollough, M. A., Berry, L. L., & Yadav, M. S. (2000) · Journal of Service Research · doi:10.1177/109467050032002 · Cited by 1,029
Kim, D. J., Ferrin, D. L., & Rao, H. R. (2009) · Information Systems Research · doi:10.1287/isre.1080.0188 · Cited by 990
Hong, S., Thong, J. Y. L., & Tam, K. Y. (2006) · Decision Support Systems · doi:10.1016/j.dss.2006.03.009 · Cited by 955
Ha, H.-Y., & Perks, H. (2005) · Journal of Consumer Behaviour · doi:10.1002/cb.29 · Cited by 750
Chandler, J. D., & Lusch, R. F. (2015) · Journal of Service Research · doi:10.1177/1094670514537709 · Cited by 549
Hsu, M.-H., Yen, C.-H., Chiu, C.-M., & Chang, C.-M. (2006) · International Journal of Human-Computer Studies · doi:10.1016/j.ijhcs.2006.04.004 · Cited by 490
The Positive and Negative Effects of Switching Costs on Relational Outcomes
Jones, M. A., Reynolds, K. E., Mothersbaugh, D. L., & Beatty, S. E. (2007) · Journal of Service Research · doi:10.1177/1094670507299382 · Cited by 446
Plant Cell Walls and Food Quality
Waldron, K. W., Parker, M. L., & Smith, A. C. (2003) · Comprehensive Reviews in Food Science and Food Safety · doi:10.1111/j.1541-4337.2003.tb00019.x · Cited by 389
Choice goal attainment and decision and consumption satisfaction
Heitmann, M., Lehmann, D. R., & Herrmann, A. (2007) · Journal of Marketing Research · doi:10.1509/jmkr.44.2.234 · Cited by 371
Point of adoption and beyond. Initial trust and mobile-payment continuation intention
Talwar, S., Dhir, A., Khalil, A., Mohan, G., & Islam, A. K. M. N. (2020) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2020.102086 · Cited by 363
Ganguli, S., & Roy, S. K. (2011) · International Journal of Bank Marketing · doi:10.1108/02652321111107648 · Cited by 357
Novak, T. P., & Hoffman, D. L. (2019) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-018-0608-3 · Cited by 332
Bots with Feelings: Should AI Agents Express Positive Emotion in Customer Service?
Han, E., Yin, D., & Zhang, H. (2023) · Information Systems Research · doi:10.1287/isre.2022.1179 · Cited by 307
Brill, T. M., Munoz, L., & Miller, R. J. (2019) · Journal of Marketing Management · doi:10.1080/0267257x.2019.1687571 · Cited by 291
Wu, C. H.-J., & Liang, R.-D. (2011) · Tourism Management · doi:10.1016/j.tourman.2010.03.001 · Cited by 241
Chung, N., Lee, H., Lee, S. J., & Koo, C. (2015) · Technological Forecasting and Social Change · doi:10.1016/j.techfore.2015.03.004 · Cited by 232
Post-adoption behaviors of e-service customers: The interplay of cognition and emotion
Chea, S., & Luo, M. M. (2008) · International Journal of Electronic Commerce · doi:10.2753/jec1086-4415120303 · Cited by 188
Which are the determinants of green purchase behaviour? A study of Italian consumers
Dangelico, R. M., Nonino, F., & Pompei, A. (2021) · Business Strategy and the Environment · doi:10.1002/bse.2766 · Cited by 172
Delighted or Satisfied? Positive Emotional Responses Derived from Theme Park Experiences
Ma, J., Scott, N., Gao, J., & Ding, P. (2017) · Journal of Travel & Tourism Marketing · doi:10.1080/10548408.2015.1125824 · Cited by 138
Case study—Embodied virtual agents: An analysis on reasons for failure
Ben Mimoun, M. S., Poncin, I., & Garnier, M. (2012) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2012.07.006 · Cited by 136
Kim, B. (2012) · Telecommunications Policy · doi:10.1016/j.telpol.2011.11.011 · Cited by 133
I Have Paid Less Than You! The Emotional and Behavioral Consequences of Advantaged Price Inequality
Gelbrich, K. (2011) · Journal of Retailing · doi:10.1016/j.jretai.2011.03.003 · Cited by 132
Schoefer, K. (2008) · Journal of Consumer Behaviour · doi:10.1002/cb.246 · Cited by 117
Factors associated with student plagiarism in a post‐1992 university
Bennett *, R. (2005) · Assessment & Evaluation in Higher Education · doi:10.1080/0260293042000264244 · Cited by 117
Yang, S., Lu, Y., & Chau, P. Y. K. (2013) · Decision Support Systems · doi:10.1016/j.dss.2012.09.011 · Cited by 112
The long and winding roads: Perceived quality of scenic tourism routes
Denstadli, J. M., & Jacobsen, J. K. S. (2011) · Tourism Management · doi:10.1016/j.tourman.2010.06.014 · Cited by 108
Varela-Neira, C., Vázquez-Casielles, R., & Iglesias-Argüelles, V. (2008) · The Service Industries Journal · doi:10.1080/02642060801917612 · Cited by 103
Lee, K., Lee, K. Y., & Sheehan, L. (2020) · Information Systems Frontiers · doi:10.1007/s10796-019-09975-1 · Cited by 95
Ampadu, S., Jiang, Y., Debrah, E., Antwi, C. O., Amankwa, E., Gyamfi, S. A., & Amoako, R. (2022) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2021.102789 · Cited by 92
Zhang, X., Yan, X., Cao, X., Sun, Y., Chen, H., & She, J. (2018) · Information Technology for Development · doi:10.1080/02681102.2017.1283286 · Cited by 92
Nanyang Technological University, Chandra, S., Srivastava, S., HEC School of Management, P., Theng, Y.-L., & Nanyang Technological University (2012) · Journal of the Association for Information Systems · doi:10.17705/1jais.00310 · Cited by 90
Van Petegem, S., Zimmer-Gembeck, M. J., Soenens, B., Vansteenkiste, M., Brenning, K., Mabbe, E., Vanhalst, J., & Zimmermann, G. (2017) · Journal of Child and Family Studies · doi:10.1007/s10826-017-0758-9 · Cited by 78
The Impact of Islamic Banks’ Service Quality Perception on Jordanian Customers Loyalty
Alshurideh, D. M. T., Al-Hawary, S. I. S., Mohammad, A. M. E., Al-Hawary, A. A., & Al Kurdi, B. H. (2017) · Journal of Management Research · doi:10.5296/jmr.v9i2.10664 · Cited by 65
Towards a Decomposed Expectation-Confirmation Model of IT Continuance: The Role of Usability
University of Turku, Islam, A. K. M. N., Mäntymäki, M., University of Turku, Bhattacherjee, A., & University of South Florida (2017) · Communications of the Association for Information Systems · doi:10.17705/1cais.04023 · Cited by 46
Kautish, P., Khare, A., & Sharma, R. (2022) · Journal of Marketing Analytics · doi:10.1057/s41270-021-00134-7 · Cited by 25
Consumer Engagement in the Digital Era: Its Nature, Drivers, and Outcomes
Weitzl, W., & Einwiller, S. (2018) · The Handbook of Communication Engagement · doi:10.1002/9781119167600.ch31 · Cited by 14
Accept Pain for a Vital Life: Acceptance and Commitment Therapy for the Treatment of Chronic Pain
Karekla, M., Zacharia, M., & Koushiou, M. (2018) · Somatoform and Other Psychosomatic Disorders · doi:10.1007/978-3-319-89360-0_10 · Cited by 8
Al-Maghrabi, T., & Dennis, C. (2010) · International Journal of Customer Relationship Marketing and Management · doi:10.4018/jcrmm.2010040102 · Cited by 7
Metadata
- Authors
- Oliver, R. L.
- Venue
- Journal of Consumer Research
- Publisher
- Oxford University Press (OUP)
- Published
- 1993-12
- Volume
- 20
- Issue
- 3
- Pages
- 418
- ISSN
- 0093-5301 (ISSN-L)
- 1537-5277
- OpenAlex
- W2101369668
- Cited by
- 3,246
- References
- 4
- FWCI
- 20.07
- Type
- journal article
- Language
- en
- Open access
- closed
About these checks
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.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
