Social and Behavioral Sciences Commons^™

Uncovering The Effect Of Selected Moderators On The Disconfirmation-Satisfaction Relationship: A Meta-Analytic Approach, Debi P. Mishra, Junhong Min

College of Business Publications

Customer satisfaction occupies a central role in marketing. Not surprisingly, researchers have produced an impressive body of literature that focuses on the causes and consequences of satisfaction. The antecedents of satisfaction have been investigated primarily through the disconfirmation paradigm which holds that satisfaction is the result of conscious mental accounting comparisons undertaken by customers. Furthermore, empirical findings of the disconfirmation-satisfaction link, which are broadly congruent, suggest that when performance conforms to or exceeds initial expectations, a mental state of positive disconfirmation ensues, leading to satisfaction. Despite this insight, a major gap in our understanding concerns lack of generalizability of the …