Expectancy-disconfirmation and consumer satisfaction: A meta-analysis

Abstract Expectancy-disconfirmation has been the dominant paradigm to explain the formation of consumer satisfaction for over 40 years. Within this paradigm, it is possible for expectations to have opposing effects on consumer satisfaction depending on the underlying psychological processes presupposed. In general, assimilation processes predict positive effects, while contrast processes predict negative effects. A comprehensive assessment of the empirical evidence for these positions is missing. Hence, we provide a meta-analysis of expectancy-disconfirmation research, using 150 records ( N = 58,597), to test the direct effects of perceived performance and performance expectations on consumer satisfaction,…