Expectations and Norms in Models of Consumer Satisfaction

Ernest R. Cadotte · Robert B. Woodruff

1,166 citations0/0 files storedJournal of Marketing Research

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Technology Adoption and User Behaviour

Abstract

Disconfirmation models of customer satisfaction employing three alternative standards of performance were compared by using causal modeling. Pre- and post-measures were obtained from subjects in three different use situations. The disconfirmation paradigm is supported. The analysis suggests that best brand norm and product norm are additional standards used for evaluating focal brand performance.

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References

1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1982An Investigation into the Determinants of Customer Satisfaction 1979Disconfirmation of consumer expectations through product trial.

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