The DOI matches its Crossref record; 2 of the 2 references it cites were found in a registry or an index.
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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In the citing paper
“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
In the citing paper
“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
In the citing paper
“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
Citations
Cites
A Paradigm for Developing Better Measures of Marketing Constructs
Churchill, G. A. (1979) · Journal of Marketing Research · doi:10.1177/002224377901600110 · Cited by 16,549
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
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Metadata
- 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 › Marketing › 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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