search query: @author Jenkins, R. L. / total: 3
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| Author: | Cadotte, E. R. Woodruff, R. B. Jenkins, R. L. |
| Title: | Expectations and norms in models of consumer satisfaction. |
| Journal: | Journal of Marketing Research
1987 : AUG, VOL. 24:3, p. 305-314 |
| Index terms: | CONSUMER SATISFACTION BRAND CHOICE |
| Language: | eng |
| Abstract: | Disconfirmation models of customer satisfaction employing three alternative standards of performance are compared by using casual modeling. Pre- and postmeasures are obtained from subjects in three different use situations. The disconfirmation paradigm is supported. The analyses suggest that best brand norm and product norm are additional standards used for evaluating focal brand performance. |
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