The DOI matches its Crossref record; 2 of the 2 references it cites were found in a registry or an index.
Modeling Consumer Satisfaction Processes Using Experience-Based Norms
Abstract
The authors propose to modify the basic confirmation/disconfirmation paradigm in two ways. First, expectations are replaced with experience-based norms as the standard for comparison of a brand's performance. Second, a zone of indifference is postulated as a mediator between confirmation/disconfirmation and satisfaction. Implications for future research are also presented.
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Citations
Cites
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
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Cited by
The antecedents and consequences of customer satisfaction for firms
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Comparing Consumers’ Recall of Prepurchase and Postpurchase Product Evaluation Experiences
Gardial, S. F., Clemons, D. S., Woodruff, R. B., Schumann, D. W., & Burns, M. J. (1994) · Journal of Consumer Research · doi:10.1086/209369 · Cited by 392
Self-citationEquity and repurchase intention following service failure
Palmer, A., Beggs, R., & Keown‐McMullan, C. (2000) · Journal of Services Marketing · doi:10.1108/08876040010347624 · Cited by 218
Competitive and Procedural Determinants of Delight and Disappointment in Consumer Complaint Outcomes
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Why do shoppers abandon shopping cart? Perceived waiting time, risk, and transaction inconvenience.
Rajamma, R. K., Paswan, A. K., & Hossain, M. M. (2009) · Journal of Product & Brand Management · doi:10.1108/10610420910957816 · Cited by 153
The role and use of consumer satisfaction surveys in mental health services
STALLARD, P. (1996) · Journal of Mental Health · doi:10.1080/09638239619257 · Cited by 66
Presenting products on websites – the importance of information quality criteria for online shoppers
Amsl, S., Watson, I., Teller, C., & Wood, S. (2023) · International Journal of Retail & Distribution Management · doi:10.1108/ijrdm-04-2023-0266 · Cited by 21
Metadata
- Authors
- Woodruff, R. B., Cadotte, E. R., & Jenkins, R. L.
- Venue
- Journal of Marketing Research
- Publisher
- SAGE Publications
- Published
- 1983-08
- Volume
- 20
- Issue
- 3
- Pages
- 296-304
- ISSN
- 0022-2437 (ISSN-L)
- 1547-7193
- OpenAlex
- W2314778166
- Cited by
- 965
- References
- 2
- FWCI
- 5.25
- 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.
