The DOI matches its Crossref record; 3 of the 3 references it cites were found in a registry or an index.
Expectations and Norms in Models of Consumer Satisfaction
Abstract
Disconfirmation models of customer satisfaction employing three alternative standards of performance were compared by using causal modeling. Pre- and post-measures were obtained from subjects in three different use situations. The disconfirmation paradigm is supported. The analysis suggests that best brand norm and product norm are additional standards used for evaluating focal brand performance.
Overview
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Integrity signals
Registry
Cites
Statistics
Verification
Claims the paper makes
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Self-check
Percentages, sums and reported differences re-computed from the paper’s own numbers.
The self-check needs the paper’s full text.
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
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
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 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
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994) · Journal of Marketing · doi:10.1177/002224299405800109 · Cited by 3,322
The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction
Westbrook, R. A., & Oliver, R. L. (1991) · Journal of Consumer Research · doi:10.1086/209243 · Cited by 2,164
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
Lam, S. Y., Shankar, V., Erramilli, M. K., & Murthy, B. (2004) · Journal of the Academy of Marketing Science · doi:10.1177/0092070304263330 · Cited by 1,828
E‐service quality: a model of virtual service quality dimensions
Santos, J. (2003) · Managing Service Quality: An International Journal · doi:10.1108/09604520310476490 · Cited by 1,542
Common methods bias: does common methods variance really bias results?
Doty, D. H., & Glick, W. H. (1998) · Organizational Research Methods · doi:10.1177/109442819814002 · Cited by 1,380
Ganesh, J., Arnold, M. J., & Reynolds, K. E. (2000) · Journal of Marketing · doi:10.1509/jmkg.64.3.65.18028 · Cited by 1,305
Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction
Hess Jr., R. L., Ganesan, S., & Klein, N. M. (2003) · Journal of the Academy of Marketing Science · doi:10.1177/0092070302250898 · Cited by 959
DELIZA, R., & MacFIE, H. J. H. (1996) · Journal of Sensory Studies · doi:10.1111/j.1745-459x.1996.tb00036.x · Cited by 763
Should we delight the customer?
Rust, R. T., & Oliver, R. L. (2000) · Journal of the Academy of Marketing Science · doi:10.1177/0092070300281008 · Cited by 712
Foundations of the American Customer Satisfaction Index
Anderson, E. W., & Fornell, C. (2000) · Total Quality Management · doi:10.1080/09544120050135425 · Cited by 553
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-citationGaining competitive advantage through customer value oriented management
Huber, F., Herrmann, A., & Morgan, R. E. (2001) · Journal of Consumer Marketing · doi:10.1108/07363760110365796 · Cited by 355
Cho, V., Cheng, T. C. E., & Lai, W. M. J. (2009) · Computers & Education · doi:10.1016/j.compedu.2009.01.014 · Cited by 329
Understanding antecedents of continuance intention in social-networking services
Kim, B. (2011) · Cyberpsychology Behavior and Social Networking · doi:10.1089/cyber.2010.0009 · Cited by 201
(2009) · Cited by 154
Delighted or Satisfied? Positive Emotional Responses Derived from Theme Park Experiences
Ma, J., Scott, N., Gao, J., & Ding, P. (2017) · Journal of Travel & Tourism Marketing · doi:10.1080/10548408.2015.1125824 · Cited by 138
D’Angelo, J. D., & Toma, C. L. (2017) · Media Psychology · doi:10.1080/15213269.2015.1121827 · Cited by 124
Cai, N., Gao, S., & Yan, J. (2024) · Humanities and Social Sciences Communications · doi:10.1057/s41599-024-03212-0 · Cited by 86
A Theory-guided Approach to Library Services Assessment
Shi, X., & Levy, S. (2005) · College & Research Libraries · doi:10.5860/crl.66.3.266 · Cited by 51
Metadata
- Authors
- Cadotte, E. R., Woodruff, R. B., & Jenkins, R. L.
- Venue
- Journal of Marketing Research
- Publisher
- SAGE Publications
- Published
- 1987-08
- Volume
- 24
- Issue
- 3
- Pages
- 305-314
- ISSN
- 0022-2437 (ISSN-L)
- 1547-7193
- OpenAlex
- W2322174668
- Cited by
- 1,165
- References
- 3
- FWCI
- 9.54
- Type
- journal article
- Language
- en
- Open access
- closed
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.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
Data sources
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.
