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A Longitudinal Assessment of Consumer Satisfaction/Dissatisfaction: The Dynamic Aspect of the Cognitive Process

Journal of marketing research, 1983-11, Vol.20 (4), p.393-404 [Peer Reviewed Journal]

Copyright 1983 American Marketing Association ;Copyright American Marketing Association Nov 1983 ;ISSN: 0022-2437 ;EISSN: 1547-7193 ;DOI: 10.1177/002224378302000406 ;CODEN: JMKRAE

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Title:
A Longitudinal Assessment of Consumer Satisfaction/Dissatisfaction: The Dynamic Aspect of the Cognitive Process
Author: LaBarbera, Priscilla A. ; Mazursky, David
Subjects: Attitudes ; Behavior ; Brand loyalty ; Brands ; Cognition ; Cognition & reasoning ; Cognitive ; Cognitive models ; Consumer behavior ; Consumer research ; Customer satisfaction ; Field study ; Marketing ; Purchasing ; Repurchase ; Repurchasing ; Satisfaction ; Standardized tests ; Statistical analysis ; Tissue paper ; Variables
Is Part Of: Journal of marketing research, 1983-11, Vol.20 (4), p.393-404
Description: A simplified cognitive model is proposed to assess the dynamic aspect of consumer satisfaction/dissatisfaction in consecutive purchase behavior. Satisfaction is found to have a significant role in mediating intentions and actual behavior for five product classes that were analyzed in the context of a three-stage longitudinal field study. The asymmetric effect found demonstrates that repurchase of a given brand is affected by lagged intention whereas switching behavior is more sensitive to dissatisfaction with brand consumption. An attempt to predict repurchase behavior on the basis of the investigated cognitive variables yielded weak results. However, repurchase predictions were improved when the model was extended to a multipurchase setting in which prior experience with the brand was taken into account.
Publisher: Chicago: American Marketing Association
Language: English
Identifier: ISSN: 0022-2437
EISSN: 1547-7193
DOI: 10.1177/002224378302000406
CODEN: JMKRAE
Source: ProQuest One Psychology
ProQuest Central

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A Longitudinal Assessment of Consumer Satisfaction/Dissatisfaction: The Dynamic Aspect of the Cognitive Process

Copyright 1983 American Marketing Association ;Copyright American Marketing Association Nov 1983 ;ISSN: 0022-2437 ;EISSN: 1547-7193 ;DOI: 10.1177/002224378302000406 ;CODEN: JMKRAE

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