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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| Published in | Journal of marketing research Vol. 24; no. 3; pp. 305 - 314 |
|---|---|
| Main Authors | , , |
| Format | Journal Article |
| Language | English |
| Published |
Chicago
American Marketing Association
01.08.1987
Assoc SAGE PUBLICATIONS, INC |
| Subjects | |
| Online Access | Get full text |
| ISSN | 0022-2437 1547-7193 |
| DOI | 10.1177/002224378702400307 |
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| Abstract | 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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| AbstractList | 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. The process by which consumers develop feelings of satisfaction or dissatisfaction is widely held to be the confirmation/disconfirmation paradigm. When the purchased brand is used, the result is an evaluation by comparison of actual performance with a standard. When performance matches the standard, confirmation occurs, accompanied by a neutral feeling. Positive disconfirmation occurs when performance is better than expected and causes feelings of satisfaction. Negative disconfirmation occurs when performance is less than expected, and results in dissatisfaction. Causal modeling is used to examine different operationalizations of the experience-based norms construct and a measure of focal brand expectations. Three different types of restaurants -- fast-food, family, and atmosphere/specialty-are studied and 120 randomly selected respondents are studied. In general, the disconfirmation paradigm hypotheses are supported by the analysis. Evidence is provided that consumers use standards other than expectations. Comparison standards appear to be part of a total experience with the focal and related brands. |
| Author | Cadotte, Ernest R. Woodruff, Robert B. Jenkins, Roger L. |
| Author_xml | – sequence: 1 givenname: Ernest R. surname: Cadotte fullname: Cadotte, Ernest R. – sequence: 2 givenname: Robert B. surname: Woodruff fullname: Woodruff, Robert B. – sequence: 3 givenname: Roger L. surname: Jenkins fullname: Jenkins, Roger L. |
| BackLink | http://www.econis.eu/PPNSET?PPN=259082279$$DView this record in ZBW - Deutsche Zentralbibliothek für Wirtschaftswissenschaften |
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| Cites_doi | 10.1177/002224378302000308 10.1177/002224378201900410 10.1037/0021-9010.64.2.179 10.1177/002224378001700405 |
| ContentType | Journal Article |
| Copyright | Copyright 1987 American Marketing Association Copyright American Marketing Association Aug 1987 |
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| References | bibr19-002224378702400307 bibr2-002224378702400307 Nunnally Jum C. (bibr11-002224378702400307) 1978 Oliver Richard L. (bibr13-002224378702400307) 1980 Westbrook Robert A. (bibr18-002224378702400307) 1983; 10 Lord Frederic M. (bibr8-002224378702400307) 1968 Morris Earl W. (bibr10-002224378702400307) 1976 bibr12-002224378702400307 bibr14-002224378702400307 LaTour Stephen A. (bibr5-002224378702400307) 1979; 6 Westbrook Robert A. (bibr17-002224378702400307) 1982 Day Ralph L. (bibr3-002224378702400307) 1982 Swan John E. (bibr15-002224378702400307) 1980 Jöreskog K. G. (bibr4-002224378702400307) 1981 bibr6-002224378702400307 Miller John A. (bibr9-002224378702400307) 1976 Cadotte Ernest R. (bibr1-002224378702400307) 1982 Lawley D. N. (bibr7-002224378702400307) 1971 Swan John E. (bibr16-002224378702400307) 1980 |
| References_xml | – volume-title: LISREL V: Analysis of Linear Structural Relationships by the Method of Maximum Likelihood. year: 1981 ident: bibr4-002224378702400307 – start-page: 15 volume-title: New Findings on Consumer Satisfaction and Complaining year: 1980 ident: bibr16-002224378702400307 – volume: 6 start-page: 31 volume-title: Advances in Consumer Research year: 1979 ident: bibr5-002224378702400307 – start-page: 240 volume-title: Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction year: 1976 ident: bibr10-002224378702400307 – ident: bibr6-002224378702400307 – volume-title: Factor Analysis as a Statistical Method. year: 1971 ident: bibr7-002224378702400307 – volume-title: Statistical Theories of Mental Test Scores. year: 1968 ident: bibr8-002224378702400307 – start-page: 49 volume-title: International Fare in Consumer Satisfaction and Complaining Behavior year: 1982 ident: bibr1-002224378702400307 – start-page: 49 volume-title: International Fare in Consumer Satisfaction and Complaining Behavior year: 1982 ident: bibr3-002224378702400307 – ident: bibr19-002224378702400307 doi: 10.1177/002224378302000308 – ident: bibr2-002224378702400307 doi: 10.1177/002224378201900410 – start-page: 2 volume-title: International Fare in Consumer Satisfaction and Complaining Behavior year: 1982 ident: bibr17-002224378702400307 – start-page: 11 volume-title: Theoretical Developments in Marketing year: 1980 ident: bibr13-002224378702400307 – ident: bibr14-002224378702400307 doi: 10.1037/0021-9010.64.2.179 – start-page: 7 volume-title: Refining Concepts and Measures of Consumer Satisfaction and Complaining Behavior year: 1980 ident: bibr15-002224378702400307 – volume: 10 start-page: 256 volume-title: Advances in Consumer Research year: 1983 ident: bibr18-002224378702400307 – volume-title: Psychometric Theory. year: 1978 ident: bibr11-002224378702400307 – ident: bibr12-002224378702400307 doi: 10.1177/002224378001700405 – start-page: 661 volume-title: Marketing: 1776–1976 and Beyond year: 1976 ident: bibr9-002224378702400307 |
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| Snippet | Disconfirmation models of customer satisfaction employing three alternative standards of performance were compared by using causal modeling. Pre- and... The process by which consumers develop feelings of satisfaction or dissatisfaction is widely held to be the confirmation/disconfirmation paradigm. When the... |
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| SubjectTerms | 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 |
| Title | Expectations and Norms in Models of Consumer Satisfaction |
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