The nature of satisfaction: An updated examination and analysis

The nature of satisfaction: An updated examination and analysis The preponderance of recent satisfaction research focuses on things that cause satisfaction. Measurement articles addressing the precise conceptualization of consumer satisfaction are more than a decade old. In that time, many advances in analytical approaches used to delineate and operationalize latent constructs have been made. The research presented here uses advances in both satisfaction research and measurement theory to provide a more precise view of consumer satisfaction and dissatisfaction than has been previously offered. While some researchers have used indicators that, arguably, lack face validity due to contamination of other closely related constructs, the conceptualization offered here maximizes face validity and is more true to the nature of reflective indicators of latent constructs. Additionally, the possibility of distinct satisfaction and dissatisfaction constructs is investigated. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Business Research Elsevier

The nature of satisfaction: An updated examination and analysis

Journal of Business Research, Volume 41 (2) – Feb 1, 1998

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Publisher
Elsevier
Copyright
Copyright © 1998 Elsevier Ltd
ISSN
0148-2963
eISSN
1873-7978
DOI
10.1016/S0148-2963(97)00001-5
Publisher site
See Article on Publisher Site

Abstract

The preponderance of recent satisfaction research focuses on things that cause satisfaction. Measurement articles addressing the precise conceptualization of consumer satisfaction are more than a decade old. In that time, many advances in analytical approaches used to delineate and operationalize latent constructs have been made. The research presented here uses advances in both satisfaction research and measurement theory to provide a more precise view of consumer satisfaction and dissatisfaction than has been previously offered. While some researchers have used indicators that, arguably, lack face validity due to contamination of other closely related constructs, the conceptualization offered here maximizes face validity and is more true to the nature of reflective indicators of latent constructs. Additionally, the possibility of distinct satisfaction and dissatisfaction constructs is investigated.

Journal

Journal of Business ResearchElsevier

Published: Feb 1, 1998

References

  • Good and Bad Shopping Vibes: Spending and Patronage Satisfaction
    Babin, Barry J.; Darden, William R.

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