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| Author: | Spreng, R. A. MacKenzie, S. B. Olshavsky, R. W. |
| Title: | A reexamination of the determinants of consumer satisfaction (Verbraucherforschung) |
| Journal: | Journal of Marketing
1996 : JUL, VOL. 60:3, p. 15-32 |
| Index terms: | |
| Language: | eng |
| Abstract: | Satisfaction research has focused primarily on the disconfirmation of expectations, rather then of desires, as the key determinant of satisfaction. This article describes and test a more comprehensive model of consumer satisfaction. Feelings of satisfaction arise when consumers compare their perceptions of the performance of a product/service to their desires and expectations. The comparison produces not only feelings of satisfaction with the product/service, but also feelings of satisfaction with the information (advertising, package information and salesperson communication) on which their expectations are based. |
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