A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
1980/11/01 by Richard L. Oliver · 39 citations
Business, Management and Accounting · Decision Sciences · #Consumer Behavior in Brand Consumption and Identification #Customer Service Quality and Loyalty #Decision-Making and Behavioral Economics
paper · doi: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.
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