A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Open Access
- 1 November 1980
- journal article
- research article
- Published by SAGE Publications in Journal of Marketing Research
- Vol. 17 (4) , 460-469
- https://doi.org/10.1177/002224378001700405
Abstract
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.Keywords
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