A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
1980/11/01 by Richard L. Oliver · 7,562 citations
Business, Management and Accounting · Decision Sciences · Mathematics · Psychology · #Advertising #Business #Cognition #Consumer Behavior in Brand Consumption and Identification #Consumer satisfaction #Customer Service Quality and Loyalty #Decision-Making and Behavioral Economics #Demography #Expectancy theory #Field (mathematics) #Life expectancy #Marketing #Mathematics #Order (exchange) #Psychology #Social psychology #Sociology
paper · doi:10.1177/002224378001700405
published in Journal of Marketing Research 17(4), 460-469 (SAGE Publishing)
openalex publication_date 1980/11/01 · openalex created_date 2025/10/10 · openalex updated_date 2026/08/06
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.
Citations
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