The DOI matches its Crossref record; 2 of the 2 references it cites were found in a registry or an index.
An Investigation into the Determinants of Customer Satisfaction
Abstract
Gilbert A. Churchill, Jr., Carol Surprenant, An Investigation into the Determinants of Customer Satisfaction, Journal of Marketing Research, Vol. 19, No. 4, Special Issue on Causal Modeling (Nov., 1982), pp. 491-504
Overview
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Claims the paper makes
Claims other papers make about this one
Each is checked against this paper’s own text: does it say what the citing paper says it does?
In the citing paper
“An outcome of the evaluation that is poorer than prior expectations results in a negative disconfirmation of expectations, which leads to dissatisfaction, whereas an outcome that is better than expected results in a positive disconfirmation of expectations leading to satisfaction.Confirmation occurs when performance matches expectations and does not lead to a change in satisfaction.”
From Recovery Voice and Satisfaction After Service Failure: An Experimental Investigation of Mediating and Moderating Factors (2007) · cites this paper as Churchill and Surprenant 1982
In the citing paper
“An outcome of the evaluation that is poorer than prior expectations results in a negative disconfirmation of expectations, which leads to dissatisfaction, whereas an outcome that is better than expected results in a positive disconfirmation of expectations leading to satisfaction.Confirmation occurs when performance matches expectations and does not lead to a change in satisfaction.”
From Recovery Voice and Satisfaction After Service Failure: An Experimental Investigation of Mediating and Moderating Factors (2007) · cites this paper as Churchill and Surprenant 1982
In the citing paper
“An outcome of the evaluation that is poorer than prior expectations results in a negative disconfirmation of expectations, which leads to dissatisfaction, whereas an outcome that is better than expected results in a positive disconfirmation of expectations leading to satisfaction.Confirmation occurs when performance matches expectations and does not lead to a change in satisfaction.”
From Recovery Voice and Satisfaction After Service Failure: An Experimental Investigation of Mediating and Moderating Factors (2007) · cites this paper as Churchill and Surprenant 1982
Citations
Cites
A Paradigm for Developing Better Measures of Marketing Constructs
Churchill, G. A. (1979) · Journal of Marketing Research · doi:10.1177/002224377901600110 · Cited by 16,549
Self-citationA 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
Cited by
Sorted by citations
A conceptual model of service quality and its implications for future research
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985) · Journal of Marketing · doi:10.1177/002224298504900403 · Cited by 21,645
A national customer satisfaction barometer: the Swedish experience
Fornell, C. (1992) · Journal of Marketing · doi:10.2307/1252129 · Cited by 5,641
Harrison-Walker, L. J. (2001) · Journal of Service Research · doi:10.1177/109467050141006 · Cited by 1,583
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
Metadata
- Authors
- Churchill, G. A., & Surprenant, C.
- Venue
- Journal of Marketing Research
- Publisher
- JSTOR
- Published
- 1982-11
- Volume
- 19
- Issue
- 4
- Pages
- 491
- ISSN
- 0022-2437 (ISSN-L)
- OpenAlex
- W2333954233
- Cited by
- 2,914
- References
- 2
- Citations by year
- 2026: 7 · 2025: 15 · 2024: 22 · 2023: 35 · 2022: 28 · 2021: 81 · 2020: 97 · 2019: 115 · 2018: 110 · 2017: 117 · 2016: 115 · 2015: 196 · 2014: 186 · 2013: 176 · 2012: 173
- FWCI
- 6.73
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Journal of Marketing Research (publishedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Marketing › Customer Service Quality and Loyalty
- Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior and Marketing Influence
- Social Sciences › Decision Sciences › Information Systems and Management › Technology Adoption and User Behaviour
- Keywords
- customer satisfaction, determinants of satisfaction, causal models, consumer behavior
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.
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- CoChat. (2026). Citation check: An Investigation into the Determinants of Customer Satisfaction. https://app.cochat.ai/papers/10.2307/3151722
- The paper
- Churchill, G. A., & Surprenant, C. (1982). An Investigation into the Determinants of Customer Satisfaction. Journal of Marketing Research. https://doi.org/10.2307/3151722
