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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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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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