An Investigation into the Determinants of Customer Satisfaction
Abstract
Gilbert A. Churchill, Jr., Carol Surprenant, An Investigation into the Determinants of Customer Satisfaction, Journal of Marketing Research, Vol. 19, No. 4, Special Issue on Causal Modeling (Nov., 1982), pp. 491-504
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An outcome better than expected results in positive disconfirmation, leading to satisfaction.
“An outcome of the evaluation that is poorer than prior expectations results in a negative disconfirmation of expectations, which leads to dissatisfaction, whereas an outcome that is better than expected results in a positive disconfirmation of expectations leading to satisfaction.Confirmation occurs when performance matches expectations and does not lead to a change in satisfaction.”
From Recovery Voice and Satisfaction After Service Failure: An Experimental Investigation of Mediating and Moderating Factors (2007) · cites this paper as Churchill and Surprenant 1982
Confirmation occurs when performance matches expectations and does not lead to a change in satisfaction.
“An outcome of the evaluation that is poorer than prior expectations results in a negative disconfirmation of expectations, which leads to dissatisfaction, whereas an outcome that is better than expected results in a positive disconfirmation of expectations leading to satisfaction.Confirmation occurs when performance matches expectations and does not lead to a change in satisfaction.”
From Recovery Voice and Satisfaction After Service Failure: An Experimental Investigation of Mediating and Moderating Factors (2007) · cites this paper as Churchill and Surprenant 1982
An outcome poorer than prior expectations results in negative disconfirmation, which leads to dissatisfaction.
“An outcome of the evaluation that is poorer than prior expectations results in a negative disconfirmation of expectations, which leads to dissatisfaction, whereas an outcome that is better than expected results in a positive disconfirmation of expectations leading to satisfaction.Confirmation occurs when performance matches expectations and does not lead to a change in satisfaction.”
From Recovery Voice and Satisfaction After Service Failure: An Experimental Investigation of Mediating and Moderating Factors (2007) · cites this paper as Churchill and Surprenant 1982
Cites
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Self-citationA 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 · see citing works
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- Authors
- Churchill, G. A., & Surprenant, C.
- Venue
- Journal of Marketing Research
- Publisher
- JSTOR
- Published
- 1982-11
- Volume
- 19
- Issue
- 4
- Pages
- 491
- ISSN
- 0022-2437 (ISSN-L)
- OpenAlex
- W2333954233
- Cited by
- 2,914
- References
- 2
- Citations by year
- 2026: 7 · 2025: 15 · 2024: 22 · 2023: 35 · 2022: 28 · 2021: 81 · 2020: 97 · 2019: 115 · 2018: 110 · 2017: 117 · 2016: 115 · 2015: 196 · 2014: 186 · 2013: 176 · 2012: 173
- FWCI
- 6.73
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Journal of Marketing Research (publishedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior and Marketing Influence
- Social Sciences › Decision Sciences › Information Systems and Management › Technology Adoption and User Behaviour
- Keywords
- customer satisfaction, determinants of satisfaction, causal models, consumer behavior
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