You are not currently logged in.
Access your personal account or get JSTOR access through your library or other institution:
If You Use a Screen ReaderThis content is available through Read Online (Free) program, which relies on page scans. Since scans are not currently available to screen readers, please contact JSTOR User Support for access. We'll provide a PDF copy for your screen reader.
Expectations and Norms in Models of Consumer Satisfaction
Ernest R. Cadotte, Robert B. Woodruff and Roger L. Jenkins
Journal of Marketing Research
Vol. 24, No. 3 (Aug., 1987), pp. 305-314
Published by: American Marketing Association
Stable URL: http://www.jstor.org/stable/3151641
Page Count: 10
Since scans are not currently available to screen readers, please contact JSTOR User Support for access. We'll provide a PDF copy for your screen reader.
Preview not available
Disconfirmation models of customer satisfaction employing three alternative standards of performance were compared by using causal modeling. Pre- and post-measures were obtained from subjects in three different use situations. The disconfirmation paradigm is supported. The analysis suggests that best brand norm and product norm are additional standards used for evaluating focal brand performance.
Journal of Marketing Research © 1987 American Marketing Association