Points of (Dis)parity: Expectation disconfirmation from common attributes in consumer choice

Abstract

Whereas many theories of decision making predict that presenting or not presenting common features of choice alternatives should not affect choice, in this research, the authors show that common features can be a powerful driver of choice behavior. They conjecture that consumers often hold expectations about the features that choice alternatives have in common, and they demonstrate that presenting (vs. omitting information about) a common feature increases the choice probability of the alternative that would have been expected to perform worse on the common feature, given its performance on differentiating features. This effect occurs because performance on the common feature is judged not at face value but relative to an expectation about which product should perform best on that feature. The effect holds even though performance on the common feature is clearly the same when alternatives are presented side by side. Finally, the authors demonstrate four boundary conditions of this effect.