Models of Consumer Satisfaction Formation
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DAVID K. TSE and PETER C. WILTON*
"File authors extend consumer satisfaction literature by theoretically and empiri-
cally (1) examining the effect of perceived performance using a model first proposed
by Churchill and Surprenant, (2) investigating how alternative conceptualizations of
comparison standards and disconfirmation capture the satisfaction formation pro-
cess, and (3) exploring passible multiple comparison processes in satisfaction for-
mation. Results of a laboratory experiment suggest that perceived performance ex-
erts direct significant influence an satisfaction in addition to those influences from
expected perfarmance and subjective disconfirmatian. Expectation and subjective
disconfirmation seem ta be the best conceptualizations in capturing satisfaction for-
mation. The results suggest multiple comparison processes in satisfaction formation.
Models of Consumer Satisfaction Formation:
An Extension
Recent attempts to understand and model consumer ambiguities. First, though Churchill and Surprenant (1982)
satisfaction formation have produced several important found perceived performance to be a determinant of C S /
findings. First, it is generally agreed that postconsump- D, most CS/D models have not incorporated a direct
tion consumer satisfaction/dissatisfaction (CS/D) can be link from this construct to CS/D. Second, researchers
defined as the consumer's response to the evaluation of have not converged on the exact conceptualization of the
the perceived discrepancy between prior expectations (or comparison standard and disconfirmation constructs. For
some other norm of performance) and the actual perfor- example, the comparison standard has been conceptual-
mance of the product as perceived after its consumption ized as expected (e.g., Oliver 1980), ideal (e.g., Sirgy
(Day 1984). Second, researchers have suggested that C S / 1984), or normative performance (e.g.. Woodruff, Ca-
D is influenced by a pre-experience comparison standard dotte, and Jenkins 1983). Similarly, disconfirmation has
(Bearden and Teel 1983; Cardozo 1965; Day 1977; been modeled as the result of subtractive functions (e.g.,
Liechty and Churchill 1979; Miller 1977; Oliver 1977, LaTour and Peat 1979) between product performance and
1980; Woodruff. Cadotte, and Jenkins 1983) and dis- some comparison standards or as the subjective evalu-
confirmation, that is, the extent to which this pre-ex- ation (e.g., Oliver 1980) of this discrepancy. Finally,
perience comparison standard is disconfirmed (e.g., An- some researchers have suggested consumers may engage
derson 1973; Bearden and Teel 1983; Day 1977; Howard in multiple comparisons in CS/D formation (e.g., Oliver
and Sheth 1969; LaTour and Peat 1979; Maddox 1981; 1985), but this proposition has not been assessed em-
Oliver 1977, 1980; Olshavsky and Miller 1972; Swan pirically.
and Combs 1976; Swan and Trawick 1981; Wilton and The purpose of our note is to (1) examine theoretically
Tse 1983; Woodruff, Cadotte, and Jenkins 1983). and empirically the role of perceived performance using
Within this consensus, however, there are three major Churchill and Surprenant's model (1982), (2) compare
the effects of altemative disconfirmation and comparison
standard conceptualizations, and (3) investigate the pos-
"David K. Tse is Assistant Professor, Marketing Division, Uni- sibility of multiple comparison standards in satisfaction
versity of British Columbia. Peter C. Wilton is Chief Operating Of- formation.
ficer, MP (Myer Pacific) Ventures Inc.
The study was partially supported by a grant from the Humanities
and Social Science Council, University of British Columbia. The au- Perceived Performance in Satisfaction Formation
thors thank the anonymous JMR reviewers, and as well as Gerald
Gom and Charles Weinberg, for their comments. Theoretical support can be found for including per-
ceived perfonnance as a direct determinant of CS/D. In
204
Journal of Marketing Research
Vol. XXV (May 1988), 204-12
CONSUMER SATISFACTION FORMATION 205
particular. LaTour and Peat (1979) argue that under cer- models of consumer preference and choice (see, e.g.,
tain conditions the disconfirmation construct alone may Holbrook 1984), represents the optimal product perfor-
fail to explain CS/D formation adequately. For exam- mance a consumer ideally would hope for. It reflects what
ple, consumers forced to buy an inferior brand (say, if performance "can be." It may be based on previous
their preferred brand is out of stock) may not necessarily product experiences, learning from advertisements, and
experience disconfirmation of a pre-experience compar- word-of-mouth communication (Liechty and Churchill
ison standard, but may nonetheless be dissatisfied be- 1979; Miller 1977).
cause of its inferior perfonnance. Triers of new brands Expected product performance, deriving from expec-
who experience unfavorable disconfirmation of a high tancy theory (Tolman 1932), represents a product's most
pre-experience standard {generated, say, through adver- likely perfonnance. It is the most commonly used pre-
tising) may still be satisfied with the brand if it has more consumption comparison standard in CS/D research. The
of the desired attributes than do competing brands. construct refiects what performance "will (probably) be"
Additional support is provided by studies in cognitive (Liechty and Churchill 1979; Miller 1977). It is affected
dissonance (e.g., Festinger 1957; Holloway 1967), which by the average product performance (Miller 1977) and
suggest that the dissonance reduction strategy adopted advertising effects (Olson and Dover 1979).
by an individual after a disconfirming consumption ex- Altemative approaches to modeling the comparison of
perience will depend on the psychological costs of al- product performance against a pre-experience standard
temative reduction strategies. After a very bad (or good) have been discussed by Swan and Trawick (1981). The
product experience, the psychological costs of adjusting subtractive disconfirmation approach (e.g., LaTour and
the product performance cognition in line with a pre- Peat 1979), deriving from comparison level theory (Thi-
experience anchor may exceed the costs of not adjusting baut and Kelley 1959), assumes that the effects of a post-
the perfonnance cognition but modifying the pre-expe- exfwrience comparison on satisfaction can be expressed
rience anchor. In this case, product perfonnance per- as a function of the algebraic difference between product
ception will dominate in the postconsumption evalua- performance and a comparison standard. This approach
tions and hence the construct is important in CS/D has considerable support from studies in industrial and
formation. cognitive psychology (e.g., Anderson 1981; Locke 1977),
A consumer's consumption motive also suggests a di- where simple algebraic mies of psychological variables
rect link between perceived pertbrmance and CS/D. A have been found to represent human infomiation pro-
study by Cohen and Houston (1972) on the cognitive cesses adequately over a wide variety of situations.
consequences of brand loyalty indicates that dissonance As an altemative approach, subjective disconfirmation
reduction is only one possible postconsumption process. (e.g., Churchill and Surprenant 1982; Oliver 1980) rep-
\f learning from experience is an important consumption resents a distinct psychological construct encompassing
motive (especially with new products), then whenever a a subjective evaluation of the difference between product
product performs well a consumer is likely to be satis- perfonnance and the comparison standard; that is, sub-
fied, regardless of the levels of the pre-experience com- jective disconfirmation encompasses the set of psycho-
parison standard and disconfirmation. Clearly, to capture logical processes that may mediate perceived product
a diversity of consumption experiences, a comprehen- performance discrepancies. Such processes are likely to
sive CS/D model should incorporate perceived perfor- be important in situations in which product performance
mance . cannot be judged discretely.
An important distinction between the two approaches
is drawn by Oliver (1980), who suggests that subtractive
Alternative Comparison Standards and disconfirmation may lead to an immediate satisfaction
Disconfirmation Models judgment, whereas subjective disconfirmation represents
an intervening "distinct cognitive state resulting from the
Three approaches to conceptualizing a pre-experience comparison process and preceding a satisfaction judg-
comparison standard have been suggested in CS/D lit- ment" (p. 460). Hence, subjective disconfirmation is likely
erature. Equitable perfonnance, borrowing from equity to offer a richer explanation of the complex processes
theory (Adams 1963), represents a normative standard underlying CS/D formation. Further, if CS/D is mod-
for performance based on implicit relationships between eled with direct effects from perceived perfomiance, a
the individual's costs/investments and anticipated re- comparison standard, and disconfirmation simulta-
wards. It represents the level of performance the con- neously, specifying disconfirmation as a subtractive
sumer ought to receive, or deserves, given a perceived function of the remaining two independent variables will
set of costs (Liechty and Churchill 1979; Miller 1977; induce overspecification of the CS/D model. Subjective
Wcwdruff. Cadotte, and Jenkins 1983). The construct is disconfirmation. as a distinct evaluative construct, is free
likely to be affected by the price paid, effort invested of such confounding. In subsequent analysis subtractive
(Jacoby 1976), and previous product experiences disconfirmation is not used to predict CS/D judgment
(Woodruff, Cadotte, and Jenkins 1983). together with comparison standard and perceived per-
formance.
Ideal product performance, deriving from the ideal point
206 JOURNAL OF MARKETING RESEARCH, MAY 1988
Multiple Comparison Processes in CS/D Formation on a 5-point bipolar scale ranging from "very poor" to
Though most empirical operationalizations of CS/D "very good"), equitable product performance (perfor-
have focused on a single, unique comparison process, mance that should be "reasonably expected if you in-
several researchers have suggested the possibility of vested $50 of your own money in purchasing the product
multiple comparison processes in CS/D formation. Sirgy . . ." on a 5point bipolar scale ranging from "very poor"
(1984), for example, has identified at least four concep- to "very good"), product attitude (6-point bipolar "over-
tually distinct comparisons that may underlie CS/D for- all opinion" scale ranging from "strongly dislike" to
mation. More recently, Oliver (1985), Wilton and Ni- "strongly like"), and finally purchase intent. For the first
cosia (1986), Forbes, Tse, and Taylor (1986), and Tse three constructs, measures were taken for both the over-
and Wilson (1986) have conceptualized CS/D as a post- all product and for the 26 individual attribute levels.
choice process involving complex, simultaneous inter- Subjects next were exposed to the expectation manip-
actions that may involve more than one comparison stan- ulation and were asked to evaluate expected product per-
dard. In light of these propositions, a process of multiple formance at both the overall product and attribute levels
comparisons (which might occur either simultaneously (performance that " . . . you would expect to see, con-
or sequentially) is likely to have reasonable empirical sidering everything you have seen or read so far") on 5-
support. point, bipolar scales ranging from "very poor" to "very
good" product attitude and purchase intent. Support for
these various operationalizations is given by Liechty and
RESEARCH DESIGN Churchill (1979), Miiler (1977), and Oliver (1980).
The preceding propositions were tested by a 2-expec- Then subjects received the good or poor perfonnance
tation by 2-product factorial experiment that explicitly player (depending on the treatment to which they were
allowed for measurement and estimation of altemative randomly assigned) plus a set of discs and written in-
model specifications within the basic expectancy-discon- structions on how to operate the player. They were told
firmation paradigm. Subjects were instructed to act as to use it for as long as they wished. Subjects subse-
potential consumers in a test market trial of a new elec- quently evaluated perceived performance (". . . your
tronic, hand-held, miniature record player. The design objective evaluation of the [product's] performance . . .
required subjects to report their psychological states at regardless of your level of satisfaction with litl . . . "
each of three stages during the experiment: before and on a 5-point bipolar scale ranging from "very poor" to
after exposure to an expectation manipulation and after "very good" performance), subjective di.sconfirmation
product perfonnance manipulation. (". . . overall . . . how close did the 1 product! come
to your expectations . . .," on a 5-point bipolar scale
Treatments ranging from "very much poorer than expected" to "very
Expectation of product performance was manipulated much better than expected"), satisfaction (". . . con-
by giving subjects a written evaluation of the product by sidering everything, how satisfied are you with the
an independent consumer testing laboratory. Half of the [product]?" on a 5-point biptilar scale ranging from "very
subjects (chosen at random) were gi\en favorable eval- dissatisfied" to "very satisfied"), future expectation,
uations of the overall product and on 14 specific product product attitude, and purchase intent. Support for the
attributes (e.g., ease of operation, sound clarity, etc.). operationalizations of perceived performance and satis-
The remaining subjects received unfavorable evaluations faction is found in articles by Churchill and Surprenant
of the overall product and its attributes. (1982) and Oliver (1980). There were 15 subjects in each
Product performance was manipulated by two ver- of the two favorable expectation conditions and 16 sub-
sions of the product: one an unmtxlified, advanced model jects in each of the two unfavorable expectation condi-
(representing good performance), the other an earlier tions for a total of 62 subjects.
model further modified by the experimenters to guar-
antee poor product performance (representing poor per-
fonnance). Subjects were assigned randomly to the treat- RESULTS
ment conditions.
Manipulation Checks
Procedure and Measurement Manipulation checks of the expectation and product
Subjects (student volunteers from advanced marketing treatments suggest they were highly effective. Subjects
management courses at a westem university) entered the in the favorable expectation condition expressed signif-
laboratory and were directed to individual soundproof icantly higher expected performance (/» < .001), more
cubicles. After reading a one-page description of the positive attitudes {p < .001), and stronger purchase in-
product and the assigned task, subjects provided re- tentions (p < .05) than subjects in the unfavorable ex-
spronses on the pre-expectation manipulation constructs: pectation condition. In addition, subjects in the good
ideal product performance (anticipated performance of performance condition perceived the product to perform
a player that "has exactly the combination of attributes better (p < .001) and were more satisfied (p < .(X)l)
you would like to see in a miniature record player . . . " than those in the poor peri'ormance condition. , _
CONSUMER SATISFACTION FORMATION 207
The discriminant and convergent validity of altema- models, and (3) multiple comparison standards in C S /
tive comparison standard operationalizations was as- D formation.
sessed by examining the correlation between a compar- Effect of Perceived Performance in Satisfaction
ison standard's sum of attribute ratings and its overall
product rating, according to the criteria of the multitrait, Formation
multimethod procedure (Campbell and Fiske 1959). The Our preceding discussion suggests that perceived per-
correlation matrix is at the top left comer of Table 1, formance is important to CS/D fomiation. Table 2 com-
which also gives the pairwise product-moment con^ela- pares Churchill and Surprenant's (1982) CS/D model,
tion coefficients for other constructs measured in the study. which incorporates perceived perfonnance in addition to
The intrastandard correlation coefficients (along the di- expectation and subjective disconfirmation, with other
agonal) are all statistically significant and higher than the CS/D models. This model (r^ = .730) outperforms all
corresponding interstandard correlations, suggesting the other models, with the improvement in r^ over the best
measures have good discriminant and convergent valid- two-variable model (e.g., Oliver 1980 model with r^ =
ity. .597) significant at p < .01.
Discriminant validity checks for the remaining con- However, this model raises possible interpretive prob-
stmcts were obtained by comparing their frequency dis- lems because of potentially high collinearity in our study,
tributions. Though not reptorted here in detail, the results as perceived peri'ormance is highly correlated with sub-
of a series of Kolmogorov-Smimov one-sample and Wil- jective disconfirmation (r = .73, last row in Table I).
coxon matched pairs, ranked signs tests (Siegel 1956) Collinearity among independent variables can produce
indicated systematic differences for 25 of 30 possible infiated standard errors, negatively conrelated beta esti-
distribution pairs. Hence, our operationalizations app>ear mates, and smaller estimated coefficients in comparison
to be valid. with models using the independent variables separately.
Let us now examine the effects of (1) perceived per- In our study, though the standard en-or for perceived per-
formance using Churchill and Surprenant's model, (2) formance in the proposed three-variable model increases
altemative comparison standards and disconfinnation marginally over the errors observed for either a single-
Table 1 -
CONSTRUCT ASSOCIATIONS
(product moment correlations)
Modet construct
Disconfirmation
Comparison standard' Perceived Perceived Perceived
Expectation Ideat Equity Subjective minus
expected minus
ideal minus
equitabte Perceived
performance
disconfinnation
Modet construct (I) (2) (I) (2> (I) (1) (I) (I) (1) (0
Comparison standard'
Expecution (1)
(2) .72**
Ideal (1) .04 -.04
(2) -.17 -.13 .42** i
Equity (1) .13 .19 .18 -.02
(2) -.09 -.01 .26** .20 .57**
Dikconfirmation
Subjective
disconflrmation (1) .11 -.07 .07
Perceived-expeclcd
performance (1) -.53** -.23* -.10 .56**
Perceived-ideal
performance (1) .18 -.64** -.08 .61** .64**
Perceived-equitable
performance (1) .13 -.29** -.57** .56** .62** .78**
Perceived product
performance (1) .25* -.23* -.00 .73** .68** .89** .82**
Satisfaction (1) .39** -.24* .08 .71** .41** .75** .62** .81**
'(I) Overall producl-level rating. (2) Average of 26 individual attribute ratings.
*p < .05.
**p < .01.
208 JOURNAL OF MARKETING RESEARCH, MAY 1988
Table 2
ALTERNATIVE MODELS OF THE DIRECT DETERMINANTS OF SATISFACTION LEVEL
Determinant(s)'
Model Suhtractive Subjective Perceived
proponent(s) disconfirmation disconfirmation Expectation performance r^
Cardozo (1965)
Olshavsky and .71 na oa .500
Miller (1972) (.095)
Anderson (1973)
Oliver (1985)
Bearden and m .70 .33 M .597
Teel (1983) (.087) (.088)
Churchill and lU na .81 .650
Surprenant (1982)' (.068)
LaTour and .04 (.012) •Mi' na te ' .146
Peat (1979)" .02 (.009) M na •a .077
• .03 (.008) „ mt na sa .195
Sirgy (1984)' .52 (.060) m na •Hi .557
.31 (.089) oa na ba .168
.45 (.074) na na u .381
- .18 (.026) Bi na Oft .451
Combined model Q> .r? .23 .55 .730
(Churchill and (.102) (.07) (.104)
Surprenant) 1982
'Bela coefficients with standard error in parentheses.
''na: not included in the proposed model.
'In the Churchill and Surprenant study, two models were proposed. For video disc players, only perceived performance was significant whereas
for house plant.s. perceived performance, subjective disconfirmation, and expectation were significant. The former is tested here and the latter is
tested in the combined model.
"The functional form of LaTour and Peat's model tested is;
.^ Importance; x (Perceived Performance, - Comparison Standard,)
Satisfaction — 2j '
Comparison Standard,
The disconfirmations are estimated by using ideal expectation and equity, respectively.
'The disconfirmations are estimated by using perceived performance minus ideal, expectation, equity, and the sum of these differences, re-
spectively.
or two-variable model, the signs for all coefficients in plete CS/D model separately for each standard, em-
the proposed three-variable model remain positive and ploying a subjective disconfirmation measure as proposed
subjective disconfirmation remains highly significant. in our theoretical discussion. The results are reported in
Thus, though collinearity is present, it is not sufficiently Table 3. Note that equity fails to produce a direct effect
severe to misspecify the CS/D model by omitting per- on any of the three dependent variables (model 3). Con-
ceived perfonnance or subjective disconfirmation (Chat- sequently, its indirect effects on satisfaction are also in-
terjee and Price 1977). significant. This result, which suggests eliminating the
The importance of perceived performance in CS/D comparison standard altogether, contradicts previous
formation is evident from Table I. It explains 65% of findings in CS/D research. A more reasonable inference
the variation in satisfaction, outperforming any other single is that equity is not a good operationalization of the com-
predictor model, including disconfirmation, and the two- parison standard.
variable model proposed by Oliver (1980), shown in Ta- Results for expectation and ideal are more meaningful
ble 2. In addition, perceived performance exerts a sig- (the insignificant chi square values for both models 1 and
nificant indirect effect on satisfaction through its influ- 2 suggest that neither model can be rejected as a good
ence on subjective disconfirmation (beta is .74 at p < representation of the data), though their effects are very
.001, Table 3). dissimilar. For expectation, the effect on satisfaction is
direct and positive; for ideal, it is indirect (through per-
Alternative Comparison Standards and
ceived performance) and negative. This result is intu-
Disconfirmation Models itively appealing. If one is prepared to accept both as-
To determine both direct and indirect effects of alter- similation/contrast explanations in CS/D formation, the
native comparison standards, we path analyzed the com- results suggest that ideal as an anchor may tend to evoke
CONSUMER SATISFACTION f=ORMATION 209
a contrast effect on the evaluation of the experience, tive disconfirmation to predict CS/D is .56 (r - .75,
whereas expectation may evoke an assimilation effect. last row of Table 1), in comparison with .73 for sub-
This result suggests that the appearance of assimilation jective disconfirmation with perceived performance and
and/or contrast effects may depend on the specific in- expectation. Hence, in a comparison of the subjective
ternal anchor employed. Note also that all comparison and subtractive approaches to model disconfirmation, the
standards show only weak influence on subjective dis- former would be superior. The subtractive approach con-
confirmation. In each case, the effect of the standard ap- tains an inherent confound when predicting satisfaction
pears to be dominated by perceived performance. This and does not capture all the determinants of CS/D for-
issue is discussed shortly. mation.
The last row in Table I reports the perfomiance of
Multiple Comparison Standards in Satisfaction
alternative disconfirmation models in predicting CS/D.
As expected, subjective disconfinnation performs well. Formation
The effect of this variable on CS/D is significant and The last row in Table 1 suggests more than one com-
positive, though not as large as the effect of perceived parison standard may be involved in CS/D formation,
performance. Together with pierceived performance and because both expectation (r = .39) and ideal (r = — .24)
expectation, subjective disconfirmation achieves an r of relate individually to satisfaction. Model 4 of Table 3
.73. In comparison with the fully recursive model with assesses possible simultaneous effects of these two com-
all relevant paths included, this model achieves a high parison standards in CS/D. The path coefficients ob-
goodness of fit {Q = .940) and an insignificant chi square tained support the proposition. Expectation exerts sig-
statistic, suggesting this disconfirmation model fits the nificant influence in both subjective disconfirmation and
data well. satisfaction, whereas ideal is significant in affecting per-
In contrast, subtractive disconfirmation does not ap- ceived performance in CS/D formation. This model has
pear to yield a better representation of satisfaction than a high goodness of fit (Q = .919) and an insignificant
subjective disconfirmation. The r^ for the best subtrac- chi square.
Table 3
SUBJECTIVE DISCONFIRAAATION A N D ALTERNATIVE COMPARISON STANDARDS IN SATISFACTION FORA\ATION
(path analysis)''
Independent variables
* Perceived Objective
Comparison Subjective product product
Dependent variable standard disconfirma tion performance quality*" r'
Model I. Standard = expected performance
Satisfaction .23* .27** .55** na .73
Subject disconfirmation M na .74** na .55
Perceived perfomiance ns na na .69** .47
Q = 940: X^ 2 d.f. = 3.69, p < .15
Model 2. Standard = ideal performance
Satisfaction OS .63** na .68
Subjective disconfirmation m u .74** na .55
Perceived performance -.24* na na .69*"
Q = 945: X^ 2 d.f. = 3.38. p < .18
Modet 3. Standard = equitable performance
Satisfaction ns .24* .63** na .68
Subjective disconfirmation OS oa .74** na .55
Perceived performance ns na na .69** .47
Q= • 977:
x'. 3 d.f. = L39./> < .70
Model 4. Multiple standards
Expected Ideal
Satisfaction .23* ns .27** .55** na .73
Subjective disconflrmation ns ns na .74** na .55
Perceived performance .18* -.25** na na .67** .56
Q = 919: x^ 3 d.f. = 4.97. p < .18
'Table shows the estimated path coefficients for the reduced model only. Coefficients estimated but proving statistically insignificant in the
fully recursive model are omitted and denoted ns; na indicates not applicable.
"A dichotomous variable representing the product treatment.
"p < .05.
•*p < .01.
210 JOURNAL OF MARKETING RESEARCH, /AAY 1988
The validity of this paradigm requires that the two out apparently would continue to be supported if method-
standards be independent. The validity checks described adjusted correlations were used.
before strongly support their independence. In addition, Another issue is the strength of the product manipu-
the reliability coefficient when expectation and ideal are lation. Because perceived performance is central to C S /
pooled is low at .07 (Hotelling T^ = 91.10). Thus, ex- D formation, it may dominate all other determinants in
pectation and ideal appear to represent different con- predicting CS/D if the product manipulation is too strong,
structs contributing separately to the CS/D formation as reported by Churchill and Surprenant (1982) using video
process. disc players. In our study, perceived performance is found
In addition, the single-comparison standard models to exert more influence than other model elements in
(Table 3, models 1 and 2) are nested within, and can be {HEdicting CS/D. Nevertheless, the other elements (e.g.,
considered reduced forms of, the multiple-comparison expectation) do have significant direct influences on C S /
standard model (model 4). Testing the difference be- D (models I and 4, Table 3). In future studies research-
tween these two types of models when expectation is the ers must be cautious in balancing the strengths of prod-
standard produces a Q index of .748 and a chi square uct and expectation manipulations in their designs.
with 2 d.f. of 17.88 (p < .001). When ideal is the stan-
dard, the Q index is .790 and the chi square is 14.38 Implications
with 2 d.f. ip < .001). Thus, the single-standard model
fails to represent the underlying processes adequately in Our study provides strong theoretical and empirical
connparison with a multiple-standard paradigm. support for extending the expectation and disconfinna-
tion model of CS/D to include direct influences from
perceived performance. Several theoretical frameworks
DISCUSSION
discussed before suggest that perceived performance
Methodological Issues cognition may outweigh expectation in determining C S /
D judgments across a variety of consumption situations.
As in prior CS/D studies, the distribution of responses For example, subjects may modify their expectations when
on some variables in our study is skewed and nonhom- their expectations are disconfirmed by the product treat-
ogeneous. Whether deviations from normality or non- ment. If this happens, their responses may show both
homogeneous variable distributions should disqualify the (1) a weaker association between satisfaction and ex-
study's inferences depends on both sample size and the pectation and (2) a greater propensity to modify the ex-
size of the correlations assuming equivalent distribu- pectation after the product trial than they would if ex-
tions. On the basis of the criteria proposed by Nunnally pectations were confirmed. In our study, the association
(1978, p. 142), it appears that correlation coefficients between expectation and satisfaction proves to be much
obtained from 62 subjects should be considered only lower and the shift in pre-/post-product-trial expecta-
moderately robust.' tions much larger for subjects in the disconfirmation
The r^'s reported here are higher than those in other condition than for subjects in the confirmation condition
studies (e.g., Bearden and Teel 1983; Oliver 1980), sug- (bivariate correlations of —.05 (p > .10) and .78, re-
gesting the possibility of common methods variance in spectively; mean shifts on a 5-point bipolar expectation
the measures. Though the discriminant validity results scale of 1.0 and .35, respectively). Thus, because ex-
for comparison standards reported before suggest this is pectation and product performance appear to assume dis-
unlikely, the issue can be explored further by applying tinctly different roles in CS/D formation, the effect of
the multitrait, multimethod procedure to the other mea- perceived perfonnance on C S / D should be modeled sep-
sures. By the common method used throughout the study arately.
(overall product-level measures on each construct), the
correlations between satisfaction and (1) subjective dis- Another important finding is the presence of multiple
confirmation and (2) perceived performance are .71 and comparison standards in C S / D formation. Though mul-
.81, respectively. Replacing the overall satisfaction tiple comparisons have been suggested conceptually by
measure with an average attribute rating estimate causes previous researchers (Sirgy 1984) and supported by a
these correlations to drop to .63 and .71, respectively. broad process conceptualization of CS/D (Oliver 1985;
Hence, it appears that, though the common method em- Wilton and Nicosia 1986), our study provides the initial
ployed throughout the study slightly elevates the ob- empirical evidence. This process conceptualization ex-
tained coefficients, the relationships observed through- plicitly allows for simultaneous interactions or temporal
changes in key satisfaction determinants. Possibly, for
example, the postexperience comparison can be de-
scribed best not as a state variable, but as a continuous
'In this study the ideal measure was skewed positively, with as process involving different comparison standards as the
expected a small but nonzero variance. The lack of variability in the effects of product usage decay. Though testing of such
ideal can explain the high correlation (.89) between perceived per- possibilities requires longitudinal observations not avail-
formance and perceived perfonnance minus the ideal (i.e., subtraclive
disconfirmation). Further research is needed to investigate other pos-
able in our study, further investigation could be expected
sible measures for the ideal that would have more variability. to prove rewarding.
CONSUMER SATISFACTION FORMATION 211
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