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Article Information:
Title:
A cross-cultural assessment of the satisfaction formation process
Author(s):
Richard A. Spreng, Jyh-shen Chiou
Journal:
Year:
2002
Volume:
Issue:
Page:
829 - 839
ISSN:
0309-0566
DOI:
10.1108/03090560210430827
Publisher:
MCB UP Ltd
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Abstract:
Consumer satisfaction continues to be an important area of both academic research and managerial interest. Yet most satisfaction research has utilized US subjects to develop and test satisfaction theory. The purpose of this research is to test the basic disconfirmation of expectations model in a very different culture than the USA, and compare the results to a matched sample of subjects in the USA. Specifically, a sample of student subjects from Taiwan is compared to a sample of student subjects in the USA. The results indicate support for the generalizability of the model in this Asian culture.
Keywords:
Consumer attitudes, Consumer behaviour, Customer satisfaction, Taiwan, USA
Article Type:
Research Paper