| Tekijä: | Oliver, R. L. Swan, J. E. |
| Otsikko: | Equity and disconfirmation perceptions as influences on merchant and product satisfaction. |
| Lehti: | Journal of Consumer Research
1989 : DEC, VOL. 16:3, p. 372-383 |
| Asiasana: | CONSUMER BEHAVIOUR CONSUMER RESEARCH PRODUCTS |
| Kieli: | eng |
| Tiivistelmä: | It is proposed that the equity and disconfirmation processes are complementary in consumer responses, and the effects extend to both merchant and product satisfaction judgements. Absolute equity difference and equity advantage were tested with fairness and preference as mediating variables. Product satisfaction was shown to be a function of product disconfirmation, complaining, and satisfaction with the dealer. |
SCIMA