The DOI matches its Crossref record; 2 of the 2 references it cites were found in a registry or an index.
A Longitudinal Assessment of Consumer Satisfaction/Dissatisfaction: The Dynamic Aspect of the Cognitive Process
Abstract
A simplified cognitive model is proposed to assess the dynamic aspect of consumer satisfaction/dissatisfaction in consecutive purchase behavior. Satisfaction is found to have a significant role in mediating intentions and actual behavior for five product classes that were analyzed in the context of a three-stage longitudinal field study. The asymmetric effect found demonstrates that repurchase of a given brand is affected by lagged intention whereas switching behavior is more sensitive to dissatisfaction with brand consumption. An attempt to predict repurchase behavior on the basis of the investigated cognitive variables yielded weak results. However, repurchase predictions were improved when the model was extended to a multipurchase setting in which prior experience with the brand was taken into account.
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Citations
Cites
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
Disconfirmation of consumer expectations through product trial
Olson, J. C., & Dover, P. A. (1979) · Journal of Applied Psychology · doi:10.1037/0021-9010.64.2.179 · Cited by 548
Cited by
The Behavioral Consequences of Service Quality
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996) · Journal of Marketing · doi:10.2307/1251929 · Cited by 12,003
Customer Switching Behavior in Service Industries: An Exploratory Study
Keaveney, S. M. (1995) · Journal of Marketing · doi:10.2307/1252074 · Cited by 2,905
Product/Consumption-Based Affective Responses and Postpurchase Processes
Westbrook, R. A. (1987) · Journal of Marketing Research · doi:10.1177/002224378702400302 · Cited by 2,462
Oliver, R. L., & Swan, J. E. (1989) · Journal of Marketing · doi:10.1177/002224298905300202 · Cited by 2,084
Customer Satisfaction: A Meta-Analysis of the Empirical Evidence
Szymanski, D. M., & Henard, D. H. (2001) · Journal of the Academy of Marketing Science · doi:10.1177/0092070301291002 · Cited by 2,002
Metadata
- Authors
- LaBarbera, P. A., & Mazursky, D.
- Venue
- Journal of Marketing Research
- Publisher
- SAGE Publications
- Published
- 1983-11
- Volume
- 20
- Issue
- 4
- Pages
- 393-404
- ISSN
- 0022-2437 (ISSN-L)
- 1547-7193
- OpenAlex
- W2042353493
- Cited by
- 876
- References
- 2
- FWCI
- 1.75
- Type
- journal article
- Language
- en
- Open access
- closed
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- LaBarbera, P. A., & Mazursky, D. (1983). A Longitudinal Assessment of Consumer Satisfaction/Dissatisfaction: The Dynamic Aspect of the Cognitive Process. Journal of Marketing Research. https://doi.org/10.1177/002224378302000406
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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.
