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Titre du document / Document title

Consumer satisfaction and perceived quality : complementary or divergent constructs ?

Auteur(s) / Author(s)

GOTLIEB J. B. (1) ; GREWAL D. ; BROWN S. W. ;

Affiliation(s) du ou des auteurs / Author(s) Affiliation(s)

(1) Western Kentucky univ., coll. business administration, dep. marketing, Bowling Green KY 42101, ETATS-UNIS

Résumé / Abstract

Conflicting models exist in the literature of the process through which perceived quality and/or satisfaction affect behavioral intentions. Further, virtually no theoretical framework has been explicitly developed to help combine perceived-quality models with satisfaction models. this article applies a theoretical framework to help build a model that attempts to explain the relationships among disconfirmation of expectations, perceived quality, satisfaction, perceived situational control, and behavioral intentions. The study compares the ability of two models to help explain the relationship among these variables.

Revue / Journal Title

Journal of applied psychology    ISSN  0021-9010   CODEN JAPGBP 

Source / Source

1994, vol. 79, no6, pp. 875-885 (1 p.1/4)

Langue / Language

Anglais

Editeur / Publisher

American Psychological Association, Washington, DC, ETATS-UNIS  (1917) (Revue)

Mots-clés anglais / English Keywords

Consumer behavior

;

Satisfaction

;

Quality

;

Consumer good

;

Expectation

;

Attitude

;

Intention

;

Motivation

;

Models

;

Adult

;

Human

;

Mots-clés français / French Keywords

Comportement consommateur

;

Satisfaction

;

Qualité

;

Bien consommation

;

Expectation

;

Attitude

;

Intention

;

Motivation

;

Modèle

;

Adulte

;

Homme

;

Mots-clés espagnols / Spanish Keywords

Comportamiento consumidor

;

Satisfacción

;

Calidad

;

Bien consumación

;

Expectación

;

Actitud

;

Intencíon

;

Motivación

;

Modelo

;

Adulto

;

Hombre

;

Localisation / Location

INIST-CNRS, Cote INIST : 3007, 35400005792396.0110

Nº notice refdoc (ud4) : 3354666



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