The role of expectations in the determination of consumer satisfaction |
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Authors: | Ved Prakash DBA John W Lounsbury PhD |
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Institution: | (1) Florida International University, Mianai, USA;(2) The University of Tennessee, Knoxville |
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Abstract: | The purpose of this paper is to explore the three determinants of consumer satisfaction, i.e. Predictive Expectations, Normative
Expectations and Comparative Expectations. This study applied the confirmation of expectations paradigm to each of the types
of expectations. The efficacy of the paradigm in the prediction of consumer satisfaction is examined. Comparative analyses
of the three types of expectations show that normative expectations and their confirmation are the best predictors of satisfaction.
Suggestions for further research on measurement and conceptual development of consumer satisfaction are also offered. |
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