Modeling Consumer Satisfaction Processes Using Experience-Based Norms
修改了基本的确认/不确认范式，用基于经验的规范替代期望作为品牌绩效比较标准，并假设存在一个无差异区间作为确认/不确认与满意度之间的中介。
The authors propose to modify the basic confirmation/disconfirmation paradigm in two ways. First, expectations are replaced with experience-based norms as the standard for comparison of a brand's performance. Second, a zone of indifference is postulated as a mediator between confirmation/disconfirmation and satisfaction. Implications for future research are also presented.