The DOI matches its Crossref record; 5 of the 5 references it cites were found in a registry or an index.
Models of Consumer Satisfaction Formation: An Extension
Abstract
The authors extend consumer satisfaction literature by theoretically and empirically (1) examining the effect of perceived performance using a model first proposed by Churchill and Surprenant, (2) investigating how alternative conceptualizations of comparison standards and disconfirmation capture the satisfaction formation process, and (3) exploring possible multiple comparison processes in satisfaction formation. Results of a laboratory experiment suggest that perceived performance exerts direct significant influence on satisfaction in addition to those influences from expected performance and subjective disconfirmation. Expectation and subjective disconfirmation seem to be the best conceptualizations in capturing satisfaction formation. The results suggest multiple comparison processes in satisfaction formation.
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Citations
Cites
A Theory of Cognitive Dissonance
Festinger, L. (1957) · doi:10.1515/9781503620766 · Cited by 24,241
Convergent and discriminant validation by the multitrait-multimethod matrix.
Campbell, D. T., & Fiske, D. W. (1959) · Psychological Bulletin · doi:10.1037/h0046016 · Cited by 17,116
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
Understanding Information Systems Continuance: An Expectation-Confirmation Model1
Bhattacherjee, A. (2001) · MIS Quarterly · doi:10.2307/3250921 · Cited by 8,767
A national customer satisfaction barometer: the Swedish experience
Fornell, C. (1992) · Journal of Marketing · doi:10.2307/1252129 · Cited by 5,641
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
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
- Tse, D. K., & Wilton, P. C.
- Venue
- Journal of Marketing Research
- Publisher
- SAGE Publications
- Published
- 1988-05
- Volume
- 25
- Issue
- 2
- Pages
- 204-212
- ISSN
- 0022-2437 (ISSN-L)
- 1547-7193
- OpenAlex
- W2010427130
- Cited by
- 2,230
- References
- 5
- FWCI
- 11.31
- Type
- journal article
- Language
- en
- Open access
- closed
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