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dc.contributor.authorJohnson, Michael D.
dc.contributor.authorAnderson, Eugene W.
dc.contributor.authorFornell, Claes
dc.description.abstractThis article develops and tests alternative models of market-level expectations, perceived product performance, and customer satisfaction. Market performance expectations are argued to be largely rational in nature yet adaptive to changing market conditions. Customer satisfaction is conceptualized as a cumulative construct that is affected by market expectations and performance perceptions in any given period and is affected by past satisfaction from period to period. An empirical study that supports adaptive market expectations and stable market satisfaction using data from the Swedish Customer Satisfaction Barometer is reported.
dc.rightsRequired Publisher Statement: © University of Chicago Press. Reprinted with permission. All rights reserved.
dc.subjectmarket-level expectations
dc.subjectcustomer satisfaction
dc.subjectproduct performance
dc.titleRational and Adaptive Performance Expectations in a Customer Satisfaction Framework
dc.description.legacydownloadsJohnson39_Rational_and_Adaptive_Performance_Expectations.pdf: 3584 downloads, before Aug. 1, 2020.
local.authorAffiliationJohnson, Michael D.: Cornell University
local.authorAffiliationAnderson, Eugene W.: University of Michigan
local.authorAffiliationFornell, Claes: University of Michigan

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