Expectancy-disconfirmation and consumer satisfaction: A meta-analysis
meta-analytical path analysis of 150 records, N = 58,597. an overall positive relationship between expectations and consumer satisfaction (r = .29 [0.24, 0.34]) and no evidence for contrast effects. The positive correlation was stronger for predictive than normative expectations, for services than goods, and for cross-sectional than longitudinal and experimental studies. the authors found an unexpected downward publication bias, which suggests the true correlation between disconfirmation and consumer satisfaction is higher than their already high estimate. Authors' own agenda includes the need to test popular practitioner views empirically. The only quantitative synth
meta-analytical path analysis of 150 records, N = 58,597. an overall positive relationship between expectations and consumer satisfaction (r = .29 [0.24, 0.34]) and no evidence for contrast effects. The positive correlation was stronger for predictive than normative expectations, for services than goods, and for cross-sectional than longitudinal and experimental studies. the authors found an unexpected downward publication bias, which suggests the true correlation between disconfirmation and consumer satisfaction is higher than their already high estimate. Authors' own agenda includes the need to test popular practitioner views empirically. The only quantitative synth
Written from the abstract read 2026-10-18.
What our sources record
Recorded when this source was checked, figures included, with page references and quotation marks removed.
Schiebler, T., Lee, N. J., & Brodbeck, F. C. (2025). Expectancy-disconfirmation and consumer satisfaction: A meta-analysis. Journal of the Academy of Marketing Science, 54(1), 91-112. doi:10.1007/s11747-024-01078-x.