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Tse David K.,
Nicosia Franco M.,
Wilton Peter C.
psychology and marketing
PublisherWiley Subscription Services
Abstract Consumer satisfaction has been defined as an objective or subjective state variable. This paper presents an emerging view where satisfaction is construed as a subjective process of consumption experience. We examine studies that have explicitly or implicitly explored the conceptual and empirical domain of satisfaction as a multidimensional process of interactions among mental and overt behavior activities unfolding after purchase over time. Using a dynamic, six‐dimension process framework we integrate previous, seemingly disjoint research efforts, and derive related research propositions. Issues in researching satisfaction as a process are also discussed.
Subject(s)business , computer science , consumer satisfaction , customer satisfaction , marketing , operating system , process (computing) , process management , psychology
SCImago Journal Rank1.035
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