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A Contingency Framework of Satisfaction Formation
Abstract
This article proposes a contingency approach to satisfaction formation. Based on central versus peripheral processing in the pre-usage stage and the product evaluation stage, the centrality of the traditional constructs (i.e., expectation, performance, disconfirmation) in satisfaction formation will differ. The framework has the potential of solving the inconsistencies among consumer satisfaction studies and of pointing to fruitful directions for future research.Issue
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Journal Articles
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