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A desires congruency model of consumer satisfaction

A desires congruency model of consumer satisfaction Abstract The disconfirmation of expectations model has been increasingly criticized in recent years and, as a result, standards other than expectations have been suggested. The present research proposes consumer desires, based on means-end theory, as the comparison standard. Results of an experiment show that the extent to which performance is congruent with desires is a powerful antecedent to satisfaction, while the effect of disconfirmation of expectations is nonsignificant. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of the Academy of Marketing Science Springer Journals

A desires congruency model of consumer satisfaction

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References (31)

Publisher
Springer Journals
Copyright
1993 Academy of Marketing Science
ISSN
0092-0703
eISSN
1552-7824
DOI
10.1177/0092070393213001
Publisher site
See Article on Publisher Site

Abstract

Abstract The disconfirmation of expectations model has been increasingly criticized in recent years and, as a result, standards other than expectations have been suggested. The present research proposes consumer desires, based on means-end theory, as the comparison standard. Results of an experiment show that the extent to which performance is congruent with desires is a powerful antecedent to satisfaction, while the effect of disconfirmation of expectations is nonsignificant.

Journal

Journal of the Academy of Marketing ScienceSpringer Journals

Published: Jun 1, 1993

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