The impact of confidence in expectations on consumer satisfaction

Abstract

Research into the construct relationships that form consumer satisfaction has advanced to a stage in which moderator variables need to be examined. The present research proposes and tests confidence in expectations as a potential moderator of these relationships. A laboratory study tests these hypotheses and finds support for them. Specifically, high-confidence subjects use both disconfirmation and perceived performance to form feelings of satisfaction, whereas low-confidence subjects use only perceived performance. Implications for both research and managerial practice are discussed. ᭧ 2001 John Wiley & Sons, Inc.One of the most widely studied antecedents of satisfaction is consumer prepurchase expectations (Oliver, 1980). A great deal of research has shown that expectations have a significant effect on postpurchase evaluations such as satisfaction (see Oliver, 1997 andYi, 1990 for reviews).The most widely accepted model of satisfaction formation is the disconfirmation-of-expectations model, in which satisfaction is a function of disconfirmation, which in turn is a function of both expectations and performance (Oliver, 1997). This model suggests that the effects of expectations are primarily through disconfirmation, but they also have an effect through perceived performance, as many studies have found a direct effect of perceived performance on satisfaction. However, little research has examined qualitative differences in expectations, or how

The moderator effects of perceived risk, objective knowledge and certainty in the satisfaction‐loyalty relationship

“…The potential interaction between certainty and satisfaction has been discussed in several previous pieces of research (Dick and Basu, 1994;Oliver, 1997). Certainty is associated with the formation of consumer satisfaction (Spreng and Page, 2001). Consumers with more confidence would believe that not only the favourable outcome (i.e.…”

“…This study develops a multi-item scale to measure the certainty construct so that each evaluation on each item of the satisfaction scale in the left column corresponds to one item in the right column in the form: "How confident do you feel with your evaluation of these items: (1) Totally not confident/ (7) Totally confident" (Spreng and Page, 2001;Yi and La, 2003).…”

The impact of using non-media information sources on the future use of mass media information sources: The mediating role of expectations fulfillment

“…They are beliefs about something that will happen in the future, so they present a certain degree of uncertainty (Spreng and Page 2001). To reduce that perceived uncertainty associated with services, consumers search for information (Zeithaml 1981).…”

“…Previous research indicates that expectations fulfillment is shaped through information sources that consumers obtain in the pre-purchase stage (Webster 1991, Spreng andPage 2001). Since future consumer choices are based on expectations, a better understanding of this relationship is vital to marketing managers (Anderson and Salisbury 2003).…”

O Valor Percebido pelo Consumidor Brasileiro de Tênis para Corrida de Rua

“…O modelo proposto por Zeithaml (1988) (Aulia, Sukati & Sulaiman, 2016). É comum na literatura que os estudos adotem a conceituação unidimensional de Zeithaml (1988) e Monroe (1990) como ponto de partida para novos modelos, por exemplo: Bolton e Drew (1991), Spreng, Dixon, & Olshavsky (1993), Hartline e Jones (1996), Sweeney, Soutar, & Johnson (1999). No entanto, na busca por melhorar a compreensão do CPV, novas dimensões foram discutidas e adicionadas, o que deu origem a segunda corrente teórica na qual este estudo se sustenta, a abordagem multidimensional.…”