A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Oliver proposes a model in which consumer satisfaction is a function of expectation and of expectancy disconfirmation, the gap between what was expected and what happened, and in which satisfaction in turn influences attitude change and purchase intention. A two-stage field study of consumers and non-consumers of a flu inoculation supports the scheme.
Oliver proposes a model in which consumer satisfaction is a function of expectation and of expectancy disconfirmation, the gap between what was expected and what happened, and in which satisfaction in turn influences attitude change and purchase intention. A two-stage field study of consumers and non-consumers of a flu inoculation supports the scheme.
Written from the abstract read 2026-10-27 via OpenAlex.
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Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460-469. doi:10.1177/002224378001700405