A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
1980/11/01 by Richard L. Oliver · 35 citations
Business, Management and Accounting · Decision Sciences · #Customer Service Quality and Loyalty #Decision-Making and Behavioral Economics
paper · doi:10.2307/3150499
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 i...
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