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A social cognition model of consumer satisfaction/dissatisfaction an experiment

81 citations0/0 files storedPsychology and Marketing

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Consumer Behavior in Brand Consumption and Identification

Abstract

Abstract A social‐cognition model of consumer satisfaction/dissatisfaction was tested in an experimental study. The model posits that satisfaction is a function of one or more congruities between perceptual and evoked referent states. Four congruity variables involving expected, ideal, deserved, new, and old product performance were selected to demonstrate congruity dynamics in consumer satisfaction/dissatisfaction. The results were found to be supportive of the model, paving the way for more field testing.

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References

1954A Theory of Social Comparison Processes 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 2025Advances in Consumer Research 1977Handbook of Industrial and Organizational Psychology.1981Designing Research for Application 1983In defense of external invalidity.1973Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived Product Performance 1978Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction

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