Strategic Management of Expectations: The Role of Disconfirmation Sensitivity and Perfectionism
研究发现，消费者会主动降低期望以提升未来满意度，其中不一致敏感性高的人期望更低，而完美主义者期望更高，并通过实验和实地研究验证了这些假设。
The authors suggest that people strategically manage—specifically, lower—their expectations to increase future satisfaction. Consumers who are more disconfirmation sensitive, that is, those who are more satisfied (dissatisfied) when a product performs better (worse) than expected, are hypothesized to have lower expectations. In contrast, the authors expect that consumers who are perfectionists will have higher expectations than those who are not. Results from a laboratory experiment and a field study are consistent with the hypotheses. Furthermore, the authors identify a possible third type of expectation (“as-if”) that serves as a basis for post-purchase evaluation and provide preliminary evidence that it differs from both will and should expectations.