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.

More from our Archive