研究论文
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Richard L. Oliver
Washington University in St. Louis
来源Journal of Marketing Research
年份1980
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摘要与影响
摘要 · 完整
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.
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学术脉络
学科主题
经济 / 管理Customer Service Quality and Loyalty
Consumer Behavior and Marketing Influence · Patient Satisfaction in Healthcare
参考文献 33
Social Indicators of Well-Being
被引 3,677Frank M. Andrews, Stephen B. Withey · Springer eBooks · 1976
Theories of cognitive consistency : a sourcebook
被引 1,983Robert P. Abelson · Medical Entomology and Zoology · 1969
Social Science in Medicine
被引 139Elizabeth P. Rice · American Journal of Public Health and the Nations Health · 1955
此处列出前 3 条
引用本文 7,881
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被引 8,715Anol Bhattacherjee · MIS Quarterly · 2001
Understanding Customer Experience Throughout the Customer Journey
被引 5,661Katherine N. Lemon, Peter C. Verhoef · Journal of Marketing · 2016
Customer Satisfaction, Market Share, and Profitability: Findings From Sweden
被引 4,563Eugene W. Anderson, Claes Fornell, Donald R. Lehmann · Springer eBooks · 1994
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