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.
Keywords
Expectancy theoryCognitionConsumer satisfactionPsychologyOrder (exchange)MarketingLife expectancySocial psychologyField (mathematics)AdvertisingBusinessDemographyMathematicsSociology
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Publication Info
- Year
- 1980
- Type
- article
- Volume
- 17
- Issue
- 4
- Pages
- 460-469
- Citations
- 6845
- Access
- Closed
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Cite This
Richard L. Oliver
(1980).
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions.
Journal of Marketing Research
, 17
(4)
, 460-469.
https://doi.org/10.1177/002224378001700405
Identifiers
- DOI
- 10.1177/002224378001700405