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A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Richard L. Oliver
Journal of Marketing Research
Vol. 17, No. 4 (Nov., 1980), pp. 460-469
Published by: American Marketing Association
Stable URL: http://www.jstor.org/stable/3150499
Page Count: 10
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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 intention. Results from a two-stage field study support the scheme for consumers and nonconsumers of a flu inoculation.
Journal of Marketing Research © 1980 American Marketing Association