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Customer Satisfaction

Part 3. Consumer Behavior

  1. Richard L. Oliver

Published Online: 15 DEC 2010

DOI: 10.1002/9781444316568.wiem03008

Wiley International Encyclopedia of Marketing

Wiley International Encyclopedia of Marketing

How to Cite

Oliver, R. L. 2010. Customer Satisfaction. Wiley International Encyclopedia of Marketing. 3.

Author Information

  1. Vanderbilt University, Nashville, TN, USA

Publication History

  1. Published Online: 15 DEC 2010

Abstract

The concept of customer satisfaction is reviewed from a theory-based applied perspective based on a large body of work in the academic community that has only recently found its way into nonacademic surveys. Although other conceptualizations have been suggested, the expectancy disconfirmation with performance model is used here as a guiding framework wherein satisfaction is viewed as an end-state with distinct antecedents. Each of the focal determinants, namely expectations, performance, and subjective disconfirmation, is defined, explained from a conceptual perspective, and suggested as to how they might be used in satisfaction studies. Additionally, a number of issues facing satisfaction researchers are explored and resolved throughout the discussion.

Keywords:

  • satisfaction;
  • expectations;
  • performance;
  • objective disconfirmation;
  • subjective disconfirmation