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Consumer satisfaction as a process
Author(s) -
Tse David K.,
Nicosia Franco M.,
Wilton Peter C.
Publication year - 1990
Publication title -
psychology and marketing
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 1.035
H-Index - 116
eISSN - 1520-6793
pISSN - 0742-6046
DOI - 10.1002/mar.4220070304
Subject(s) - psychology , process (computing) , dimension (graph theory) , consumption (sociology) , domain (mathematical analysis) , empirical research , social psychology , consumer satisfaction , cognitive psychology , marketing , computer science , epistemology , mathematics , sociology , business , social science , mathematical analysis , pure mathematics , operating system , philosophy
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.