A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Richard L. OliverGraduate School of Business Administration, Washington University, St. Louis
1980en
ABI
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.
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Cited by 80 references