articleTop 10% cited

A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions

Journal of Marketing Research · 1980 · Vol. 17(4) · pp. 460–460

Richard L. Oliver✉(Washington University in St. Louis)

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...

Customer Service Quality and Loyalty Decision-Making and Behavioral EconomicsExpectancy theoryPsychologyCognitionConsumer satisfactionFunction (biology)Social psychologyMarketingBusiness

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9,866

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8.57

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References

The Theory of Buyer Behavior

Journal of Marketing · 1971 · 2,817 citations

Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation.

Journal of Applied Psychology · 1977 · 1,626 citations

Social Behavior: Its Elementary Forms

The American Journal of Psychology · 1963 · 4,726 citations

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