Abstract
Although the “disconfirmation of expectations” model continues to dominate research and managerial practice, several limitations indicate that it is not a complete picture of satisfaction formation. The authors propose a new model of the satisfaction formation process that builds on the disconfirmation paradigm by specifying a more comprehensive model that includes two standards in a single model and specifically incorporates the impact of marketing communication. An empirical test of the model provides support for the hypothesized relationships and a better understanding of the mechanisms that produce satisfaction.
Keywords
Process (computing)Consumer satisfactionTest (biology)Empirical researchMarketingPsychologyComputer scienceBusinessMathematics
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Publication Info
- Year
- 1996
- Type
- article
- Volume
- 60
- Issue
- 3
- Pages
- 15-32
- Citations
- 1875
- Access
- Closed
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Cite This
Richard A. Spreng,
Scott MacKenzie,
Richard W. Olshavsky
(1996).
A Reexamination of the Determinants of Consumer Satisfaction.
Journal of Marketing
, 60
(3)
, 15-32.
https://doi.org/10.1177/002224299606000302
Identifiers
- DOI
- 10.1177/002224299606000302