Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You or Your Team.

Learn More →

Product Performance and Consumer Satisfaction: A New Concept

Product Performance and Consumer Satisfaction: A New Concept John E. Swan and Linda Jones Combs Product Performance and Consumer Satisfaction: A New Concept An empirical study examines the influence of physical and psychological dimensions of product performance on consumer satisfaction. VE N though knowledge of the processes consumer behavior and for marketing decision that may determine consumer satisfaction making. should be of interest to both marketing theorists and practitioners, the topic has received little at­ Background tention in the literature. A growing number of The hypotheses tested in this study evolved studies have analyzed perceived product perfor­ from two streams of research and conceptualiza­ mance and expectations, but they have not con­ tion: (1) the concept that satisfaction results from sidered the relationships between expectations, the fulfillment of expectations; and (2) the idea performance, and satisfaction.' In addition, it is that consumers judge products on a limited set of seldom clear which general dimensions of prod­ attributes, some of which are relatively important uct performance are important to the consumer in determining satisfaction, while others are not and how these dimensions are related to satisfac­ critical to consumer satisfaction but are related to tion. dissatisfaction when performance on them is un­ The study reported in this article http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Marketing SAGE

Product Performance and Consumer Satisfaction: A New Concept

Journal of Marketing , Volume 40 (2): 9 – Apr 1, 1976

Loading next page...
 
/lp/sage/product-performance-and-consumer-satisfaction-a-new-concept-4pj4TsOv0W

References (0)

References for this paper are not available at this time. We will be adding them shortly, thank you for your patience.

Publisher
SAGE
Copyright
© 1976 American Marketing Association
ISSN
0022-2429
eISSN
1547-7185
DOI
10.1177/002224297604000206
Publisher site
See Article on Publisher Site

Abstract

John E. Swan and Linda Jones Combs Product Performance and Consumer Satisfaction: A New Concept An empirical study examines the influence of physical and psychological dimensions of product performance on consumer satisfaction. VE N though knowledge of the processes consumer behavior and for marketing decision that may determine consumer satisfaction making. should be of interest to both marketing theorists and practitioners, the topic has received little at­ Background tention in the literature. A growing number of The hypotheses tested in this study evolved studies have analyzed perceived product perfor­ from two streams of research and conceptualiza­ mance and expectations, but they have not con­ tion: (1) the concept that satisfaction results from sidered the relationships between expectations, the fulfillment of expectations; and (2) the idea performance, and satisfaction.' In addition, it is that consumers judge products on a limited set of seldom clear which general dimensions of prod­ attributes, some of which are relatively important uct performance are important to the consumer in determining satisfaction, while others are not and how these dimensions are related to satisfac­ critical to consumer satisfaction but are related to tion. dissatisfaction when performance on them is un­ The study reported in this article

Journal

Journal of MarketingSAGE

Published: Apr 1, 1976

There are no references for this article.