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A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions

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 pu…

Richard L. Oliver
https://resea.org/10.2307/3150499
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Abstract

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 i...