1990
DOI: 10.1002/mar.4220070304
|View full text |Cite
|
Sign up to set email alerts
|

Consumer satisfaction as a process

Abstract: Consumer satisfaction has been defined as an objective or subjective state variable. This paper presents an emerging view where satisfaction is construed as a subjective process of consumption experience. We examine studies that have explicitly or implicitly explored the conceptual and empirical domain of satisfaction as a multidimensional process of interactions among mental and overt behavior activities unfolding after purchase over time. Using a dynamic, six‐dimension process framework we integrate previous… Show more

Help me understand this report

Search citation statements

Order By: Relevance

Paper Sections

Select...
1
1
1
1

Citation Types

0
47
0
6

Year Published

1995
1995
2020
2020

Publication Types

Select...
8

Relationship

0
8

Authors

Journals

citations
Cited by 83 publications
(56 citation statements)
references
References 52 publications
0
47
0
6
Order By: Relevance
“…Consumers would compare the perceived performance of a product/service against their prior expectations [14], [15]. Whether the comparison outcome could be perceived as worse than expected (a negative disconfirmation), better than expected (a positive disconfirmation) or just as expected (a zero disconfirmation or confirmation), will directly drive the satisfaction evaluation [16].…”
Section: Service Recovery Disconfirmationmentioning
confidence: 99%
“…Consumers would compare the perceived performance of a product/service against their prior expectations [14], [15]. Whether the comparison outcome could be perceived as worse than expected (a negative disconfirmation), better than expected (a positive disconfirmation) or just as expected (a zero disconfirmation or confirmation), will directly drive the satisfaction evaluation [16].…”
Section: Service Recovery Disconfirmationmentioning
confidence: 99%
“…Some examples of studies contributing to construct development include those for gender consciousness (Gould & Stern, 1989), attentional inertia (Verbeke, 1992), beauty (Bloch & Richins, 1992), environmental responsibility (Stone, Barnes, & Montgomery, 1995), relationship quality (Hennig-Thurau & Klee, 1997), voluntary simplifiers (Craig-Lees & Hill, 2002), E-scapes (Koernig, 2003), female role orientation in Chinese women (Sin & Yau, 2004), and market mavens (Clarke & Goldsmith, 2005). More traditional constructs have also been developed such as shopping motivation (Lesser & Kamal, 1991), involvement (Zaichkowsky, 1993;Mittal, 1995), satisfaction (Tse, Nicosia, & Wilton, 1990), cognitive dissonance (Sweeney, Hausknecht, & Soutar, 2000), and value (Chen & Dubinsky, 2003).…”
Section: Methodological Advancesmentioning
confidence: 99%
“…Tse, Nicosia, and Wilton (1990) conceptualized satisfaction as a subjective process of consumption experienced through time. This process model of satisfaction suggests that "mapping out" happens to the consumer after the purchase, and that usage and its effects on psychological processes such as arousal and attribution need to be measured to fully appreciate the impact of satisfaction.…”
Section: Heuristics and Biases Studies Within This Category Have Genmentioning
confidence: 99%
“…A desconfirmação é medida pela diferença entre o desempenho (aquilo que é entregue ao consumidor) e as expectativas (aquilo que o consumidor esperava encontrar na experiência de consumo). Estudos focalizando os antecedentes da satisfação têm produzido forte apoio para o paradigma da desconfirmação ao longo de uma variedade de produtos (Tse et al, 1990;Yi, 1990). Mas esses mesmos autores notam a necessidade de refinamento de elementos do paradigma para melhor explicar a satisfação.…”
Section: Satisfação Do Consumidor: Uma Perspectiva Abrangenteunclassified