Measurement and Evaluation of Satisfaction Processes in Retail Settings

Abstract

Recent empirical and theoretical developments in consumer satisfaction hay, provided a novel perspective for product, store, and customer-service performance management. This new conceptualization, based on an integration of adaptation-level theory and dynamic opponent-process theory, is presented in terms of the more familiar concepts of expectations, fulfillment of expectations (disconfirmation), and Each concept is defined, positioned in a satisfaction framework, and operationalized for empirical testing and practical application. ABSTRACT FROM AUTHOR