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A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions

Richard L. Oliver

Graduate School of Business Administration, Washington University, St. Louis.

Journal of Marketing Research 1980

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.

DOI
10.1177/002224378001700405
Volume
17 (4)
Pages
460-469
Language
en
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