Abstract
Four psychological theories are considered in determining the effects of disconfirmed expectations on perceived product performance and consumer satisfaction. Results reveal that too great a gap between high consumer expectations and actual product performance may cause a less favorable evaluation of a product than a somewhat lower level of disparity.
Keywords
Expectancy theoryProduct (mathematics)PsychologySocial psychologyConsumer satisfactionConsumer behaviourProduct categoryMarketingBusiness
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Publication Info
- Year
- 1973
- Type
- article
- Volume
- 10
- Issue
- 1
- Pages
- 38-44
- Citations
- 951
- Access
- Closed
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Cite This
Rolph E. Anderson
(1973).
Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived Product Performance.
Journal of Marketing Research
, 10
(1)
, 38-44.
https://doi.org/10.1177/002224377301000106
Identifiers
- DOI
- 10.1177/002224377301000106