Selected Determinants of Consumer Satisfaction and Complaint Reports
基于375名消费者对汽车维修服务体验的两阶段研究数据，分析了期望和负向确认对满意度的影响，并探讨了投诉行为在满意度研究中的作用。
Data obtained from 375 members of a consumer panel in a two-phase study of consumer experiences with automobile repairs and services were used to examine the antecedents and consequences of consumer satisfaction. The results support previous findings that expectations and disconfirmation are plausible determinants of satisfaction, and suggest that complaint activity may be included in satisfaction/dissatisfaction research as suggested by earlier descriptions of consumer complaining behavior.