A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions

19809,867 citationsJournal Article

Authors

Richard L. Oliver · Washington University in St. Louis

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 i...

Topics & Keywords

Customer Service Quality and Loyalty Decision-Making and Behavioral Economics

Publication Details

Published in: Journal of Marketing Research

Volume 17, Issue 4, pp. 460-460

DOI: 10.2307/3150499

Field-Weighted Citation Impact: 8.60

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A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions

Authors

Abstract

Topics & Keywords

Publication Details