The DOI matches its OpenAlex record.
A Reexamination of the Determinants of Consumer Satisfaction
Abstract
Although the “disconfirmation of expectations” model continues to dominate research and managerial practice, several limitations indicate that it is not a complete picture of satisfaction formation. The authors propose a new model of the satisfaction formation process that builds on the disconfirmation paradigm by specifying a more comprehensive model that includes two standards in a single model and specifically incorporates the impact of marketing communication. An empirical test of the model provides support for the hypothesized relationships and a better understanding of the mechanisms that produce satisfaction.
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Citations
Cited by
Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000) · Journal of Retailing · doi:10.1016/s0022-4359(00)00028-2 · Cited by 6,398
Discriminant validity testing in marketing: an analysis, causes for concern, and proposed remedies
Voorhees, C. M., Brady, M. K., Calantone, R., & Ramirez, E. (2016) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-015-0455-4 · Cited by 2,111
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
The role of affective factors on perceived cruise vacation value
Duman, T., & Mattila, A. S. (2005) · Tourism Management · doi:10.1016/j.tourman.2003.11.014 · Cited by 652
Understanding the attitude and intention to use smartphone chatbots for shopping
Kasilingam, D. L. (2020) · Technology in Society · doi:10.1016/j.techsoc.2020.101280 · Cited by 636
Metadata
- Authors
- Spreng, R. A., MACKENZIE, S. B., & Olshavsky, R. W.
- Venue
- Journal of Marketing
- Publisher
- SAGE Publishing
- Published
- 1996-07-01
- Volume
- 60
- Issue
- 3
- Pages
- 15-15
- ISSN
- 0022-2429 (ISSN-L)
- OpenAlex
- W4243815928
- Cited by
- 771
- References
- 0
- FWCI
- 16.44
- Type
- journal article
- Language
- en
- Open access
- closed
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- CoChat. (2026). Citation check: A Reexamination of the Determinants of Consumer Satisfaction. https://app.cochat.ai/papers/10.2307/1251839
- The paper
- Spreng, R. A., MACKENZIE, S. B., & Olshavsky, R. W. (1996). A Reexamination of the Determinants of Consumer Satisfaction. Journal of Marketing. https://doi.org/10.2307/1251839
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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.
