DOI: 10.1177/002224378001700405 ISSN:
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Richard L. Oliver- Marketing
- Economics and Econometrics
- Business and International Management
A model is proposed which expresses consumer satisfaction as a function of expectation and expectancy disconfirmation. Satisfaction, in turn, is believed to influence attitude change and purchase intention. Results from a two-stage field study support the scheme for consumers and nonconsumers of a flu inoculation.