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Modeling ConsumerSatisfactionProcesses UsingExperience-BasedNorms Robert B. WoodruffErnest R. CadotteRoger L. Jenkins1983 год

Modeling Consumer Satisfaction Processes Using Experience-Based Norms
статья из журнала

Страница публикацииПубликация в OpenAlex
Аннотация: The authors propose to modify the basic confirmation/disconfirmation paradigm in two ways. First, expectations are replaced with experience-based norms as the standard for comparison of a brand's p...
Год издания: 1983
Авторы: Robert B. Woodruff, Ernest R. Cadotte, Roger L. Jenkins
Издательство: SAGE Publishing
Источник: Journal of Marketing Research
Ключевые слова: Cognitive and psychological constructs research, Customer Service Quality and Loyalty, Sensory Analysis and Statistical Methods