| Abstract: | A social-cognition model of consumer satisfaction/dissatisfaction was tested in an experimental study. The model posits that satisfaction is a function of one or more congruities between perceptual and evoked referent states. Four congruity variables involving expected, ideal, deserved, new, and old product performance were selected to demonstrate congruity dynamics in consumer satisfaction/dissatisfaction. The results were found to be supportive of the model, paving the way for more field testing. |
