Expectations and Norms in Models of Consumer Satisfaction

Disconfirmation models of customer satisfaction employing three alternative standards of performance were compared by using causal modeling. Pre- and post-measures were obtained from subjects in three different use situations. The disconfirmation paradigm is supported. The analysis suggests that bes...

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Bibliographic Details
Published inJournal of marketing research Vol. 24; no. 3; pp. 305 - 314
Main Authors Cadotte, Ernest R., Woodruff, Robert B., Jenkins, Roger L.
Format Journal Article
LanguageEnglish
Published Chicago American Marketing Association 01.08.1987
Assoc
SAGE PUBLICATIONS, INC
Subjects
Brands
Conceptualization
Consumer attitudes
Consumer research
Consumers
Customer satisfaction
Dining
Konsumentenverhalten
Marketing
Marktforschung
Modeling
Product standards
Research design
Research Notes and Communications
Restaurants
Satisfaction
Statistical analysis
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ISSN0022-2437
1547-7193
DOI10.1177/002224378702400307

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Summary:Disconfirmation models of customer satisfaction employing three alternative standards of performance were compared by using causal modeling. Pre- and post-measures were obtained from subjects in three different use situations. The disconfirmation paradigm is supported. The analysis suggests that best brand norm and product norm are additional standards used for evaluating focal brand performance.
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ISSN:0022-2437
1547-7193
DOI:10.1177/002224378702400307