En este trabajo se realiza una revisión de las contribuciones realizadas en el ámbito de la psicología social al estudio de la satisfacción de los usuarios y consumidores. En concreto, se constata que la investigación se ha realizado predominan temente des de acercamientos cognitivos (confirmación de expectativas, equidad, atribución causal) y, en menor medida, en afectivos. Se señalan, asimismo, las principales limitaciones relacionadas con el escaso valor diagnóstico de la información, la consideración los atributos inestables de rendimiento de los productos y/o servicios, el estudio de relaciones complejas entre constructos, la utilización de medidas agregadas de satisfacción y el estudio del trabajo emocional. También se ofrecen algunas consideraciones relevantes para investigaciones futuras.
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