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Expectations and Norms in Models of Consumer Satisfaction

Ernest R. Cadotte; Robert B. Woodruff; Roger L. Jenkins

College of Business Administration, The University of Tennessee.

Journal of Marketing Research 1987

Disconfirmation models of customer satisfaction employing three alternative standards of performance were compared by using causal modeling. Pre- and post-measures were obtained from subjects in three different use situations. The disconfirmation paradigm is supported. The analysis suggests that best brand norm and product norm are additional standards used for evaluating focal brand performance.

DOI
10.1177/002224378702400307
Volume
24 (3)
Pages
305-314
Language
en
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