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.
Get full access to this article
View all access options for this article.
References
1.
CadotteErnest R., WoodruffRobert B., and JenkinsRoger L. (1982), “Norms and Expectation Predictions: How Different Are the Measures?” in International Fare in Consumer Satisfaction and Complaining Behavior, DayRalph L. and HuntH. Keith, eds. Bloomington, IN: School of Business, Indiana University, 49–56.
2.
ChurchillGilbert A.Jr. and SurprenantCarol (1982), “An Investigation into the Determinants of Consumer Satisfaction,” Journal of Marketing Research, 19 (November), 491–504.
3.
DayRalph L. (1982), “The Next Step: Commonly Accepted Constructs for Satisfaction Research,” in International Fare in Consumer Satisfaction and Complaining Behavior, DayRalph L. and HuntH. Keith, eds. Bloomington, IN: School of Business, Indiana University, 49–56.
4.
JöreskogK. G. and SörbomDag (1981), LISREL V: Analysis of Linear Structural Relationships by the Method of Maximum Likelihood.Chicago: National Education Resources, Inc.
5.
LaTourStephen A. and PeatNancy C. (1979a), “Conceptual and Methodological Issues in Consumer Satisfaction Research,” in Advances in Consumer Research, Vol. 6, WilkieWilliam F., ed. Ann Arbor, MI: Association for Consumer Research, 31–7.
6.
LaTourStephen A. and PeatNancy C. (1979b), “Determinants of Consumer Satisfaction: A Field Experiment,” in Proceedings of the Division 23 Program, 87th Annual Convention of the American Psychological Association, RossIvan, ed., 83–5.
7.
LawleyD. N. and MaxwellA. E. (1971), Factor Analysis as a Statistical Method.London: Butterworth Publishers.
8.
LordFrederic M. and NovickMelvin R. (1968), Statistical Theories of Mental Test Scores.Reading, MA: Addison-Wesley Publishing Company.
9.
MillerJohn A. (1976), “Exploring Some Alternative Measures of Consumer Satisfaction,” in Marketing: 1776–1976 and Beyond, BernhardtKenneth L., ed. Chicago: American Marketing Association, 661–4.
10.
MorrisEarl W. (1976), “A Normative Deficit Approach to Consumer Satisfaction,” in Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction, HuntH. Keith, ed. Cambridge, MA: Marketing Science Institute, 240–74.
11.
NunnallyJum C. (1978), Psychometric Theory.New York: McGraw-Hill Book Company.
12.
OliverRichard L. (1980a), “A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions,” Journal of Marketing Research, 17 (November), 460–9.
13.
OliverRichard L. (1980b), “Theoretical Bases of Consumer Satisfaction Research: Review, Critique, and Future Directions,” in Theoretical Developments in Marketing, LambCharles W.Jr. and DunnePatrick M., eds. Chicago: American Marketing Association, 11–14.
14.
OlsonJerry C. and DoverPhilip A. (1979), “Disconfirmation of Consumer Expectations Through Product Trial,” Journal of Applied Psychology, 64 (April), 179–89.
15.
SwanJohn E. and TrawickI. Fredrick (1980), “Satisfaction Related to Predictive vs. Desired Expectations,” in Refining Concepts and Measures of Consumer Satisfaction and Complaining Behavior, HuntH. Keith and DayRalph L., eds. Bloomington, IN: Indiana University, 7–12.
16.
SwanJohn E., TrawickI. Fredrick, and CarrollMaxwell G. (1980), “Satisfaction Related to Predictive, Desired Expectations: A Field Study,” in New Findings on Consumer Satisfaction and Complaining, DayRalph S. and HuntH. Keith, eds. Bloomington, IN: Indiana University, 15–22.
17.
WestbrookRobert A. (1982), “Consumer Satisfaction and the Phenomenology of Emotions During Automobile Ownership Experiences,” in International Fare in Consumer Satisfaction and Complaining Behavior, DayRalph L. and HuntH. Keith, eds. Bloomington, IN: School of Business, Indiana University, 2–9.
18.
WestbrookRobert A. and ReillyMichael D. (1983), “Value-Precept Disparity: An Alternative to the Disconfirmation of Expectations Theory of Consumer Satisfaction,” in Advances in Consumer Research, Vol. 10, BagozziRichard P. and TyboutAlice M., eds. Ann Arbor, MI: Association for Consumer Research, 256–61.
19.
WoodruffRobert B., CadotteErnest R., and JenkinsRoger L. (1983), “Modeling Consumer Satisfaction Processes Using Experience-Based Norms,” Journal of Marketing Research, 20 (August), 296–304.
