John Kennedy is a professor emeritus of marketing at the Ivey Business School.
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Kennedy, J. R.; Thirkell, P. C., 1988, "An Extended Perspective On the Antecedents of Satisfaction", Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behaviour, December 1: 2 - 9.
Abstract: The authors use data from a large-scale field study to show that the interrelationships among expectations, disconfirmation, and satisfaction are different for satisfied and dissatisfied consumers, and different again between satisfied consumers who reported positive disconfirmation. These findings suggest some reassessment of the traditional expectations-performance paradigm of consumer satisfaction.
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