Response Determinants in Satisfaction Judgments

The Journal of Consumer Research, Vol. 14, No. 4, pp. 495-507, 1988

14 Pages Posted: 28 May 2016

See all articles by Richard L. Oliver

Richard L. Oliver

Vanderbilt University - Marketing

Wayne S. DeSarbo

Pennsylvania State University

Date Written: March 1988

Abstract

The effects of five determinants of satisfaction are tested as well as individual differences in satisfaction formation. Manipulations of attribution, expectancy, performance, disconfirmation, and equity are written into stock market trading scenarios in a full factorial design. Results show that all main effects and four ordinal two-way interactions are significant. Then, an individual-level analysis is performed on the repeated measures data. Three clusters of subjects sharing similar response tendencies (disconfirmation, performance, and equity) are identified and related to investment attitudes, outcome attitudes, and demographics. No consistent relationships are discovered, suggesting that the response differences reflect deeper behavioral tendencies. Implications of this approach for satisfaction paradigms, satisfaction theory, and individual satisfaction response orientations are presented.

Suggested Citation

Oliver, Richard L. and DeSarbo, Wayne S., Response Determinants in Satisfaction Judgments (March 1988). The Journal of Consumer Research, Vol. 14, No. 4, pp. 495-507, 1988, Available at SSRN: https://ssrn.com/abstract=2784940

Richard L. Oliver

Vanderbilt University - Marketing ( email )

Nashville, TN 37203
United States

Wayne S. DeSarbo (Contact Author)

Pennsylvania State University ( email )

University Park
State College, PA 16802
United States

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