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Rediscovering Satisfaction

出版	Division of Research, Harvard Business School, 1999
URL	http://books.google.com.hk/books?id=eNRCHQAACAAJ&hl=&source=gbs_api

註釋This paper presents a phenomenological and longitudinal investigation of consumer satisfaction, as revealed through consumers' ownership experiences with technological products. The study seeks to serve a provocative role in this mature research area by stepping back from the historically dominant comparison standards (CS) paradigm in order to question, invigorate, and, in certain ways, redirect satisfaction research along emergent lines. While results show that the dominant paradigm and its competing models (i.e., those based on the confirmation/disconfirmation of pre-consumption standards) are distinctly operative in some of the consumer cases, they are also found to be insufficient or even irrelevant in others. Several theoretical extensions are considered in light of this learning, and a new satisfaction paradigm is inducted. Overall, the findings support a more holistic, context-dependent, and dynamic process of satisfaction: one consisting of a multi-model, multi-modal blend of motivations, cognitions, emotions, and meanings, embedded in sociocultural settings, which transforms during progressive and regressive consumer-product interactions.