Access the full text.
Sign up today, get DeepDyve free for 14 days.
Loading next page...
/lp/springer-journals/the-role-of-competitive-alternatives-in-the-postchoice-satisfaction-IW1BBUDIVM
References (74)
-
J. Gutman (1982)
A Means-End Chain Model Based on Consumer Categorization ProcessesJournal of Marketing, 46
-
J. Bradley Barbeau (1985)
Consumer Satisfaction, Dissatisfaction, and Complaining Behavior Conference Proceedings -
Bruce I. Newman, Jagdish Sheth (1987)
A Theory of Political Behavior -
James Kent Pinney, Larry Strate, Leonard E. Goodall (1989)
Constrained Satisfaction: Legal Constraints Upon Consumer Behavior in the Consumption of Alcoholic Beverages and Implications for Public PolicyJournal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 2
-
J. Hauser, D. Simester, B. Wernerfelt (1994)
Customer Satisfaction IncentivesMarketing Science, 13
-
V. Zeithaml, L. Berry, A. Parasuraman (1993)
The nature and determinants of customer expectations of serviceJournal of the Academy of Marketing Science, 21
-
J. Bénassy (1986)
The Role of Expectations -
H. Mano, R. Oliver (1993)
Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and SatisfactionJournal of Consumer Research, 20
-
R. Olshavsky, John Miller (1972)
Consumer Expectations, Product Performance, and Perceived Product QualityJournal of Marketing Research, 9
-
Graham Loomes, Robert Sugden (1982)
Regret Theory: An Alternative Theory of Rational Choice Under UncertaintyThe Economic Journal, 92
-
Michael Johnson (1988)
Comparability and Hierarchical Processing in Multialternative ChoiceJournal of Consumer Research, 15
-
Gilbert Churchill, Carol Surprenant (1982)
An Investigation into the Determinants of Customer SatisfactionJournal of Marketing Research, 19
-
(1988)
LISREL 7: A guide to the program and applications -
Diane Haistead, David Hartman, S. Schmidt (1994)
Multisource effects on the satisfaction formation processJournal of the Academy of Marketing Science, 22
-
D. Tse, P. Wilton (1988)
Models of Consumer Satisfaction Formation : An ExtensionJournal of Marketing Research, 25
-
E. Cadotte, R. Woodruff, R. Jenkins (1987)
Expectations and norms in models of consumer satisfaction.Journal of Marketing Research, 24
-
R. Peterson, W. Wilson (1992)
Measuring customer satisfaction: Fact and artifactJournal of the Academy of Marketing Science, 20
-
B. Calder, L. Phillips, Alice Tybout (1981)
Designing Research for ApplicationJournal of Consumer Research, 8
-
E. Anderson, C. Fornell, D. Lehmann (1994)
Customer Satisfaction, Market Share, and Profitability: Findings from SwedenJournal of Marketing, 58
-
E. Anderson, Mary Sullivan (1993)
The Antecedents and Consequences of Customer Satisfaction for FirmsMarketing Science, 12
-
M. Bitner (1990)
Evaluating service encounters: The effects of physical surroundings and employee responses.Journal of Marketing, 54
-
Youjae Yi (1990)
Review of Marketing 1990 -
R. Oliver, W. Bearden (1983)
The Role of Involvement in Satisfaction ProcessesACR North American Advances
-
S. Keaveney (1995)
Customer Switching Behavior in Service Industries: An Exploratory StudyJournal of Marketing, 59
-
J. Sheth, Atul Parvatiyar (1995)
Relationship marketing in consumer markets: Antecedents and consequencesJournal of the Academy of Marketing Science, 23
-
Gabriel Biehal, Dipankar Chakravarti (1986)
Consumers' Use of Memory and External Information in Choice: Macro and Micro PerspectivesJournal of Consumer Research, 12
-
D. Bell (1982)
Regret in Decision Making under UncertaintyOper. Res., 30
-
William O. Bearden, Jesse E. Teel (1983)
An Investigation of Personal Influences on Consumer ComplainingJournal of Marketing Research, 20
-
Diane Halstead, Thomas J. Page (1992)
The Effects of Satisfaction and Complaining Behavior on Consumer Repurchase IntentionsJournal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 5
-
Richard E. Petty, John T. Cacioppo (1986)
Advances in Experimental Social Psychology, Vol. 19 -
Douglas Stayman, D. Alden, Karen Smith (1992)
Some Effects of Schematic Processing on Consumer Expectations and Disconfirmation JudgmentsJournal of Consumer Research, 19
-
S. Gardial, D. Clemons, R. Woodruff, D. Schumann, M. Burns (1994)
Comparing Consumers' Recall of Prepurchase and Postpurchase Product Evaluation ExperiencesJournal of Consumer Research, 20
-
R. Westbrook (1987)
Product/Consumption-Based Affective Responses and Postpurchase ProcessesJournal of Marketing Research, 24
-
Claire P. Bolfing, Robert B. Woodruff (1988)
Effects of Situational Involvement on Consumers’ Use of Standards in Satisfaction/Dissatisfaction ProcessesJournal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 1
-
Richard Christy, G. Oliver, J. Penn (1996)
Relationship marketing in consumer marketsJournal of Marketing Management, 12
-
Gordon Wood (1992)
Predicting Outcomes: Sports and StocksJournal of Gambling Studies, 8
-
David Houston, S. Sherman, S. Baker (1991)
Feature matching, unique features, and the dynamics of the choice process: Predecision conflict and postdecision satisfactionJournal of Experimental Social Psychology, 27
-
W. Bearden, Jesse Teel (1983)
Selected Determinants of Consumer Satisfaction and Complaint ReportsJournal of Marketing Research, 20
-
G. Loomes, R. Sugden (1982)
Regret Theory: An alternative theory of rational choice under uncertainty Review of Economic Studies -
R. Petty, J. Cacioppo (1981)
Attitudes and Persuasion: Classic and Contemporary Approaches -
Michael Johnson, E. Anderson, C. Fornell (1995)
Rational and Adaptive Performance Expectations in a Customer Satisfaction FrameworkJournal of Consumer Research, 21
-
R. Oliver (1993)
Cognitive, affective, and attribute bases of the satisfaction response.Journal of Consumer Research, 20
-
R. Oliver, J. Swan (1989)
Consumer perceptions of interpersonal equity and satisfaction in transactions: A field survey approach.Journal of Marketing, 53
-
M. Sujan (1985)
Consumer Knowledge: Effects on Evaluation Strategies Mediating Consumer JudgmentsJournal of Consumer Research, 12
-
Ruth Bolton, J. Drew (1991)
A Multistage Model of Customers' Assessments of Service Quality and ValueJournal of Consumer Research, 17
-
V. Prakash (1984)
Validity and reliability of the confirmation of expectations paradigm as a determinant of consumer satisfactionJournal of the Academy of Marketing Science, 12
-
Moshe Davidow, J. Leigh (1998)
The Effects of Organizational Complaint Responses on Consumer Satisfaction, Word of Mouth Activity and Repurchase IntentionsThe Journal of Consumer Satisfaction, Dissatisfaction & Complaining Behavior, 11
-
Youjae Yi (1989)
A Critical review of consumer satisfaction -
R. Petty, J. Cacioppo (1986)
The Elaboration Likelihood Model of Persuasion -
Jagdip Singh (1991)
Understanding the structure of consumers’ satisfaction evaluations of service deliveryJournal of the Academy of Marketing Science, 19
-
J. Croxton, B. Klonsky (1982)
Sex differences in causal attributions for success and failure in real and hypothetical sport settingsSex Roles, 8
-
S. Biddle, A. Hill (1992)
Attributions for objective outcome and subjective appraisal of performance : their relationship with emotional reactions in sportBritish Journal of Social Psychology, 31
-
C. Park, Daniel Smith (1989)
Product-Level Choice: A Top-Down or Bottom-Up Process?Journal of Consumer Research, 16
-
R. Oliver (1980)
A Cognitive Model of the Antecedents and Consequences of Satisfaction DecisionsJournal of Marketing Research, 17
-
V. Prakash, J. Lounsbury (1984)
The role of expectations in the determination of consumer satisfactionJournal of the Academy of Marketing Science, 12
-
R. Oliver, E. Anderson (1994)
An Empirical Test of the Consequences of Behavior-and Outcome-Based Sales Control SystemsJournal of Marketing, 58
-
F. Reichheld (1993)
Loyalty-based management.Harvard business review, 71 2
-
R. Oliver, W. DeSarbo (1988)
Response Determinants in Satisfaction JudgmentsCognitive Social Science eJournal
-
Richard L. Oliver, Wayne S. DeSarbo (1988)
Response Determinants in Satisfaction JudgmentsJournal of Consumer Research, 14
-
L. Festinger (1957)
A Theory of Cognitive Dissonance -
C. Fornell, B. Wernerfelt (1987)
Defensive Marketing Strategy by Customer Complaint Management: A Theoretical AnalysisJournal of Marketing Research, 24
-
Stuart Biddle, A. Hill (1988)
Causal attributions and emotional reactions to outcome in a sporting contestPersonality and Individual Differences, 9
-
Richard L. Oliver, William O. Bearden (1983)
Advances in Consumer Research, Vol. 10 -
Richard Spreng, R. Olshavsky (1993)
A desires congruency model of consumer satisfactionJournal of the Academy of Marketing Science, 21
-
R. Rust, Anthony Zahorik (1993)
Customer satisfaction, customer retention, and market shareJournal of Retailing, 69
-
Itamar Simonson (1992)
THE INFLUENCE OF ANTICIPATING REGRET AND RESPONSIBILITY ON PURCHASE DECISIONSJournal of Consumer Research, 19
-
J. Croxton, D. Chiacchia, C. Wagner (1987)
Gender differences in attitudes toward sports and reactions to competitive situations.Journal of sport behavior, 10
-
J. Bettman, M. Sujan (1987)
Effects of Framing on Evaluation of Comparable and Noncomparable Alternatives by Expert and Novice ConsumersJournal of Consumer Research, 14
-
R. Woodruff, E. Cadotte, R. Jenkins (1983)
Modeling Consumer Satisfaction Processes Using Experience-Based Norms:Journal of Marketing Research, 20
-
Mary Jo Bitner, Amy R. Hubbert (1993)
Service Quality: New Directions in Theory and Practice -
Sarah Fisher Gardial, Robert B. Woodruff, Mary Jane Burns, David W. Schumann, D. Scott Clemons (1993)
Comparison Standards: Exploring Their Variety and the Circumstances Surrounding Their UseJournal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 6
-
Cornelia Dröge, D. Halstead (1991)
Postpurchase hierarchies of effects: The antecedents and consequences of satisfaction for complainers versus non-complainersInternational Journal of Research in Marketing, 8
-
William Boulding, A. Kalra, R. Staelin, V. Zeithaml (1993)
A Dynamic Process Model of Service Quality: From Expectations to Behavioral IntentionsJournal of Marketing Research, 30
-
Robert B. Woodruff, D. Scott Clemons, David W. Schumann, Sarah F. Gardial, Mary Jane Burns (1991)
The Standards Issue in CS/D Research: A Historical PerspectiveJournal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 4
- Publisher
- Springer Journals
- Copyright
- Copyright © 1997 by Academy of Marketing Science
- Subject
- Economics / Management Science; Business/Management Science, general; Marketing; Social Sciences, general
- ISSN
- 0092-0703
- eISSN
- 1552-7824
- DOI
- 10.1007/BF02894506
- Publisher site
- See Article on Publisher Site
Abstract
A general model of satisfaction formation is proposed that extends the seminal disconfirmation of expectations model by explicitly incorporating the processing of both chosen and nonchosen alternatives. Using presidential election data, the results show that satisfaction with the nonchoice does remain salient in the determination of overall postchoice satisfaction. Disconfirmation related to either the chosen or the nonchosen alternative influences satisfaction with both the chosen and the nonchosen alternative. Overall, the model suggests that the nonchoice alternative may continue to be relevant in the satisfaction formation process.
Journal
Journal of the Academy of Marketing Science – Springer Journals
Published: Apr 14, 2008