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DISCONFIRMED EXPECTATIONS THEORY OF CONSUMER SATISFACTION: AN EXAMINATION OF REPRESENTATIONAL AND RESPONSE LANGUAGE EFFECTS

Journal of consumer satisfaction, dissatisfaction, and complaining behavior, 2003-01, Vol.16, p.81 [Peer Reviewed Journal]

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Title:
DISCONFIRMED EXPECTATIONS THEORY OF CONSUMER SATISFACTION: AN EXAMINATION OF REPRESENTATIONAL AND RESPONSE LANGUAGE EFFECTS
Author: Teas, R Kenneth ; Palan, Kay M
Subjects: Conjoint analysis ; Consumers ; Customer satisfaction ; Expectations ; Experiments ; Marketing
Is Part Of: Journal of consumer satisfaction, dissatisfaction, and complaining behavior, 2003-01, Vol.16, p.81
Description: The disconfirmed expectations theory of consumer satisfaction is a generally accepted theory utilized by marketing managers to impact consumers' satisfaction and their likelihood to make purchases. This paper reports the results of an experiment in which the strength of the linkages among variables specified in the disconfirmed expectations theory is examined while controlling for measurement context and response language effects. The results extend previous research by examining both predictors and consequences of consumer satisfaction and by providing evidence that expectations produce representational effects rather than merely measurement context and response language effects. In general, the findings provide support for the theory and the strategic implications of the disconfirmed expectations theory.
Publisher: Provo: Consumer Satisfaction, Dissatisfaction and Complaining Behavior
Language: English
Identifier: ISSN: 0899-8620
EISSN: 2640-8872
Source: ProQuest One Psychology
ProQuest Central

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