Expectations and Norms in Models of Consumer Satisfaction
通过因果模型比较了三种不同绩效标准在消费者满意度不确认模型中的应用，发现最佳品牌规范和产品规范是评估目标品牌绩效的额外标准。
Disconfirmation models of customer satisfaction employing three alternative standards of performance were compared by using causal modeling. Pre- and post-measures were obtained from subjects in three different use situations. The disconfirmation paradigm is supported. The analysis suggests that best brand norm and product norm are additional standards used for evaluating focal brand performance.