Models of satisfaction antecedents: A brief review. An integrative literature review of the most discussed satisfaction models in marketing studies

Fernando Macieira, Tiago Oliveira, Mitsuru Yanaze

Research output: Contribution to journalArticle

Abstract

This article is an integrative review on satisfaction models. Its main purpose is to bring back the discussion on consumer satisfaction and loyalty - topics that are currently not receiving adequate attention by service management researchers. As a field grows, integrative review addresses the need to aggregate, critique and re-conceptualise the knowledge, as it continues to develop, this being particularly appropriate when contradictory evidence appears (Torraco, 2005). Nevertheless, this article summarises comments and integrates the most important models and theories concerning consumer satisfaction models, and adds suggestions for future research.

Original languageEnglish
Pages (from-to)348-359
Number of pages12
JournalInternational Journal of Services and Operations Management
Volume36
Issue number3
DOIs
Publication statusPublished - 1 Jan 2020

Keywords

  • Integrative review
  • Loyalty
  • Quality dimensions
  • Retail service quality
  • RSQ
  • Satisfaction antecedents
  • Satisfaction models
  • Service management
  • Service quality
  • Service quality model
  • SERVQUAL

Fingerprint Dive into the research topics of 'Models of satisfaction antecedents: A brief review. An integrative literature review of the most discussed satisfaction models in marketing studies'. Together they form a unique fingerprint.

  • Cite this