search query: @author Anderson, E. / total: 27
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Author: | Johnson, M. Anderson, E. Fornell, C. |
Title: | Rational and adaptive performance expectations in a customer satisfaction framework |
Journal: | Journal of Consumer Research
1995 : MAR, VOL. 21:4, p. 695-707 |
Index terms: | CONSUMERS RESEARCH CUSTOMERS |
Language: | eng |
Abstract: | This article develops and tests alternative models of market-level expectations, perceived product performance, and customer satisfaction. Market performance expectations are argued to be largely rational in nature yet adaptive to changing market conditions. Customer satisfaction is conceptualized as a cumulative construct that is affected by market expectations and performance perceptions in any given period and is affected by past satisfaction from period to period. |
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