A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions

作者：Richard L. Oliver · 发表于：Journal of Marketing Research · 年份：1980 · DOI：10.2307/3150499 · 被引用次数：9957 · 研究领域：Customer Service Quality and Loyalty、Decision-Making and Behavioral Economics

A model is proposed which expresses consumer satisfaction as a function of expectation and expectancy disconfirmation. Satisfaction, in turn, is believed to influence attitude change and purchase i...