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A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions

Journal of marketing research, 1980-11, Vol.17 (4), p.460-469 [Peer Reviewed Journal]

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Title:
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Author: Oliver, Richard L.
Subjects: Coefficients ; Cognitive models ; Consumer research ; Consumers ; Customer complaints ; Customer satisfaction ; Expectations ; Inoculation ; Marketing ; Product ; Product performance ; Psychological attitudes ; Satisfaction ; Studies ; Vaccines ; Variable coefficients
Is Part Of: Journal of marketing research, 1980-11, Vol.17 (4), p.460-469
Description: A model is proposed which expresses consumer satisfaction as a function of expectation and expectancy disconfirmation. Satisfaction, in turn, is believed to influence attitude change and purchase intention. Results from a two-stage field study support the scheme for consumers and nonconsumers of a flu inoculation.
Publisher: Chicago: American Marketing Association
Language: English
Identifier: ISSN: 0022-2437
EISSN: 1547-7193
DOI: 10.1177/002224378001700405
CODEN: JMKRAE
Source: ProQuest One Psychology
ProQuest Central

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