articleTop 1% cited

A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions

Journal of Marketing Research · 1980 · Vol. 17(4) · pp. 460–469

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 intention. Results from a two-stage field study support the scheme for consumers and nonconsumers of a flu inoculation.

Consumer Behavior in Brand Consumption and Identification Customer Service Quality and Loyalty Decision-Making and Behavioral EconomicsExpectancy theoryCognitionConsumer satisfactionPsychologyOrder (exchange)MarketingLife expectancySocial psychologyField (mathematics)Advertising

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References

Theories of cognitive consistency : a sourcebook

Bulletin of Miscellaneous Information (Royal Gardens Kew) · 1969 · 1,988 citations

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

Journal of Applied Psychology · 1977 · 1,626 citations

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