The DOI matches its Crossref record; 1 of the 1 references it cites were found in a registry or an index.
Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived Product Performance
Abstract
Four psychological theories are considered in determining the effects of disconfirmed expectations on perceived product performance and consumer satisfaction. Results reveal that too great a gap between high consumer expectations and actual product performance may cause a less favorable evaluation of a product than a somewhat lower level of disparity.
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Citations
Cites
A Theory of Cognitive Dissonance
Festinger, L. (1957) · doi:10.1515/9781503620766 · Cited by 24,241 · cited 1×
“An unconfirmed expectancy, according to Festinger's theory of cognitive dissonance, creates a state of dissonance or "psychological discomfort" because the outcome contradicts the consumer's original hypothesis [13].”
Cited by
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
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
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
Oliver, R. L. (1977) · Journal of Applied Psychology · doi:10.1037/0021-9010.62.4.480 · Cited by 1,770
An empirical analysis of the antecedents of electronic commerce service continuance
Bhattacherjee, A. (2001) · Decision Support Systems · doi:10.1016/s0167-9236(01)00111-7 · Cited by 1,441
Metadata
- Authors
- Anderson, R. E.
- Venue
- Journal of Marketing Research
- Publisher
- SAGE Publications
- Published
- 1973-02
- Volume
- 10
- Issue
- 1
- Pages
- 38-44
- ISSN
- 0022-2437 (ISSN-L)
- 1547-7193
- OpenAlex
- W1979756272
- Cited by
- 1,066
- References
- 1
- FWCI
- 8.77
- Type
- journal article
- Language
- en
- Open access
- closed
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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.
