A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
提出消费者满意度由期望和期望不一致决定的模型，满意度进而影响态度改变和购买意愿，通过流感疫苗接种的两阶段实地研究验证。
A model is proposed which expresses consumer satisfaction as a function of expectation and expectancy disconfirmation. Satisfaction, in turn, is believed to influence attitude change and purchase intention. Results from a two-stage field study support the scheme for consumers and nonconsumers of a flu inoculation.