Models of Consumer Satisfaction Formation
An Extension
Bibliographic Data
| ID | 23323474 |
|---|---|
| Authors | David K Tse (0000-0003-3822-247X, University of British Columbia), Peter C Wilton (MP (Myer Pacific) Ventures Inc.) |
| Year | 1988 |
| Volume | 25 |
| Issue | 2 |
| Pages | 204-212 |
| Publication date | 1988-05-01 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Journal of Marketing Research (JOURNAL) |
| Journal identifiers | ISSN: 0022-2437 • E-ISSN: 1547-7193 |
| Publisher | SAGE Publications (PUBLISHER • US) |
| DOI | 10.1177/002224378802500209 |
| OpenAlex | W4235303810 |
| Language | EN |
| Citations received | 66 |
| References cited | 20 |
The authors extend consumer satisfaction literature by theoretically and empirically (1) examining the effect of perceived performance using a model first proposed by Churchill and Surprenant, (2) investigating how alternative conceptualizations of comparison standards and disconfirmation capture the satisfaction formation process, and (3) exploring possible multiple comparison processes in satisfaction formation. Results of a laboratory experiment suggest that perceived performance exerts direct significant influence on satisfaction in addition to those influences from expected performance and subjective disconfirmation. Expectation and subjective disconfirmation seem to be the best conceptualizations in capturing satisfaction formation. The results suggest multiple comparison processes in satisfaction formation.
Business · Consumer satisfaction · Customer satisfaction · Extension (predicate logic) · Cognitive and psychological constructs research · Computer Science · Customer Service Quality and Loyalty · Marketing · Psychology · Sensory Analysis and Statistical Methods · Social Psychology
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The Social Psychology of Groups
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| Unique citing works | 66 |
|---|---|
| Citations per year | 1,83 |
| Citation span | 1990 - 2026 (37) |
| Citation velocity | current |
| Highly cited | No |
| Citation types | Neutral: 58 |