The DOI matches its Crossref record; 12 of the 12 references it cites were found in a registry or an index.
A Reexamination of the Determinants of Consumer Satisfaction
Abstract
Although the “disconfirmation of expectations” model continues to dominate research and managerial practice, several limitations indicate that it is not a complete picture of satisfaction formation. The authors propose a new model of the satisfaction formation process that builds on the disconfirmation paradigm by specifying a more comprehensive model that includes two standards in a single model and specifically incorporates the impact of marketing communication. An empirical test of the model provides support for the hypothesized relationships and a better understanding of the mechanisms that produce satisfaction.
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Citations
Cites
Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
Fornell, C., & Larcker, D. F. (1981) · Journal of Marketing Research · doi:10.2307/3151312 · Cited by 109,314
Evaluating structural equation models with unobservable variables and measurement error
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Structural equation modeling in practice: A review and recommended two-step approach
Anderson, J. C., & Gerbing, D. W. (1988) · Psychological Bulletin · doi:10.1037/0033-2909.103.3.411 · Cited by 41,941
Comparative fit indexes in structural models.
Bentler, P. M. (1990) · Psychological Bulletin · doi:10.1037/0033-2909.107.2.238 · Cited by 25,266
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
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
Payne, J. W., Bettman, J. R., & Johnson, E. J. (1993) · doi:10.1017/cbo9781139173933 · Cited by 3,487
An 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
Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000) · Journal of Retailing · doi:10.1016/s0022-4359(00)00028-2 · Cited by 6,398
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
Consumer trust, value, and loyalty in relational exchanges
Sirdeshmukh, D., Singh, J., & Sabol, B. (2002) · Journal of Marketing · doi:10.1509/jmkg.66.1.15.18449 · Cited by 4,196
Discriminant validity testing in marketing: an analysis, causes for concern, and proposed remedies
Voorhees, C. M., Brady, M. K., Calantone, R., & Ramirez, E. (2016) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-015-0455-4 · Cited by 2,111
Metadata
- Authors
- Spreng, R. A., MacKenzie, S. B., & Olshavsky, R. W.
- Venue
- Journal of Marketing
- Publisher
- SAGE Publications
- Published
- 1996-07
- Volume
- 60
- Issue
- 3
- Pages
- 15-32
- ISSN
- 0022-2429 (ISSN-L)
- 1547-7185
- OpenAlex
- W1979432935
- Cited by
- 1,901
- References
- 12
- FWCI
- 34.46
- Type
- journal article
- Language
- en
- Open access
- closed
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- Spreng, R. A., MacKenzie, S. B., & Olshavsky, R. W. (1996). A Reexamination of the Determinants of Consumer Satisfaction. Journal of Marketing. https://doi.org/10.1177/002224299606000302
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.
