Abstract
The authors extend consumer satisfaction literature by theoretically and empirically (1) examining the effect of perceived performance using a model first proposed by Churchill and Surprenant, (2) investigating how alternative conceptualizations of comparison standards and disconfirmation capture the satisfaction formation process, and (3) exploring possible multiple comparison processes in satisfaction formation. Results of a laboratory experiment suggest that perceived performance exerts direct significant influence on satisfaction in addition to those influences from expected performance and subjective disconfirmation. Expectation and subjective disconfirmation seem to be the best conceptualizations in capturing satisfaction formation. The results suggest multiple comparison processes in satisfaction formation.
Keywords
PsychologyExtension (predicate logic)Consumer satisfactionCustomer satisfactionSocial psychologyComputer scienceMarketingBusiness
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Publication Info
- Year
- 1988
- Type
- article
- Volume
- 25
- Issue
- 2
- Pages
- 204-212
- Citations
- 853
- Access
- Closed
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Cite This
David K. Tse,
Peter C. Wilton
(1988).
Models of Consumer Satisfaction Formation: An Extension.
Journal of Marketing Research
, 25
(2)
, 204-212.
https://doi.org/10.1177/002224378802500209
Identifiers
- DOI
- 10.1177/002224378802500209