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 - expectation confirmation theory
 - expectation confirmation theory

Theorie waarin wordt verondersteld dat de mate van tevredenheid van een koper over de aanschaf van een bepaald goede mede afhangt van de mate waarin het product voldoet aan de verwachtingen.
Bron: Kennisconsult


Expectations-confirmation theory posits that expectations, coupled with perceived performance, lead to post-purchase satisfaction. This effect is mediated through positive or negative disconfirmation between expectations and performance. If a product outperforms expectations (positive disconfirmation) post-purchase satisfaction will result. If a product falls short of expectations (negative disconfirmation) the consumer is likely to be dissatisfied (Oliver, 1980; Spreng et al. 1996). more
source: York University

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