Abstract
An attempt to extend current thinking on postpurchase response to include attribute satisfaction and dissatisfaction as separate determinants not fully reflected in either cognitive (i.e., expectancy disconfirmation) or affective paradigms is presented. In separate studies of automobile satisfaction and satisfaction with course instruction, respondents provided the nature of emotional experience, disconfirmation perceptions, and separate attribute satisfaction and dissatisfaction judgments. Analysis confirmed the disconfirmation effect and the effects of separate dimensions of positive and negative affect and also suggested a multidimensional structure to the affect dimensions. Additionally, attribute satisfaction and dissatisfaction were significantly related to positive and negative affect, respectively, and to overall satisfaction. It is suggested that all dimensions tested are needed for a full accounting of postpurchase responses in usage.
Keywords
PsychologyCognitionCognitive psychologySocial psychology
Affiliated Institutions
Related Publications
A Taxonomy of Consumer Satisfaction/Dissatisfaction Measures
Government and business have become more concerned with measuring market performance in terms of consumer satisfactions and dissatisfactions (CS/D). This article is concerned wi...
Inferential Beliefs in Consumer Evaluations: An Assessment of Alternative Processing Strategies
The purpose of this research is to investigate the processing strategies consumers use to form inferences about missing product information. We evaluate the relative effect of a...
One-Dimensional Man: Studies in the Ideology of Advanced Industrial Society
Introduction to the Second Edition Introduction to the First Edition The Paralysis of Criticism: Society Without Opposition ONE DIMEMSIONAL SOCIETY 1. The New forms of Control 2...
Positive psychology: An introduction.
A science of positive subjective experience, positive individual traits, and positive institutions promises to improve quality of life and prevent the pathologies that arise whe...
Recall and Consumer Consideration Sets: Influencing Choice without Altering Brand Evaluations
This article focuses on memory-based choice situations where changes in a brand's accessibility may affect the probability that it is retrieved and considered for choice. In suc...
Publication Info
- Year
- 1993
- Type
- article
- Volume
- 20
- Issue
- 3
- Pages
- 418-418
- Citations
- 3173
- Access
- Closed
External Links
Social Impact
Altmetric
PlumX Metrics
Social media, news, blog, policy document mentions
Citation Metrics
3173
OpenAlex
Cite This
Richard L. Oliver
(1993).
Cognitive, Affective, and Attribute Bases of the Satisfaction Response.
Journal of Consumer Research
, 20
(3)
, 418-418.
https://doi.org/10.1086/209358
Identifiers
- DOI
- 10.1086/209358