An Extended Perspective on the Antecedents of Satisfaction

Authors

  • John R. Kennedy The University of Western Ontario
  • Peter C. Thirkell Waitaki International

Abstract

The authors use data from a large-scale field study to show that the interrelationships among expectations, disconfirmation, and satisfaction are different for satisfied and dissatisfied consumers, and different again between satisfied consumers who reported positive disconfirmation. These findings suggest some reassessment of the traditional expectations-performance paradigm of consumer satisfaction.

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Published

2022-08-04