No 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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Understanding the family vacation decision-making process is important to everyone in tourism related industries—travel agents, governments, and private business. This article describes a study conducted on Columbus, Ohio, husband-and-wife teams to determine subdecision areas of the vacation decision process, each family member's influence in these subdecision areas, and criteria that they felt important in making these subdecisions.

The authors propose to modify the basic confirmation/disconfirmation paradigm in two ways. First, expectations are replaced with experience-based norms as the standard for comparison of a brand's performance. Second, a zone of indifference is postulated as a mediator between confirmation/disconfirmation and satisfaction. Implications for future research are also presented.