Difference between revisions of "Customer based Discrepancy Theory"
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Revision as of 00:26, 28 March 2016
Customer based Discrepancy Theory
The basis of discrepancy theory–derived satisfaction is the cognitive comparison on the part of an individual. A comparison requires that each individual establish an anchor, have a context-dependent state of nature to compare to the anchor, realize individual expectations or perceptions of both the anchor and state of nature, and judge these with a (potentially) complex relationship that determines how satisfaction is derived from the two components (anchor and state of nature).[1]
Customer satisfaction with IS, this is a stream of research draws from both marketing and management disciplines.Satisfaction is considered by many researchers to be the effect of a judgment of the difference between what is expected or desired compared to what is actually experienced about a product or service . Discrepancy theory research, is the study of this difference between an a prior state and subsequent perception.[1]
The literature in consumer satisfaction provides a general framework for the examination of how perceptions of delivery and expectations can impact user satisfaction . Consumer satisfaction is commonly defined as a “post-choice evaluation which varies along a hedonic continuum from unfavorable to favorable, in terms of whether or not the experience of a specific purchase was at least as good as it was supposed to be”. [1]
User satisfaction has been measured in terms of attitude , perceived information value and quality, and perceived improvements in decision-making effectiveness.[1]
Main dependent constructs/factors
Customer satisfaction and User satisfaction.
Main independent construct(s)/factor(s)
Manipulated expectations, Manipulated performance, Perceived performance, Perceived Expectations, Dis-conformation (or) Confirmation of expectations.
Diagram/schematic of theory
Churchill Jr, G. A., & Surprenant, C. (1982). An investigation into the determinants of customer satisfaction. Journal of marketing research, 491-504. [2]
Originating author(s)
Locke,Michalos, Oliver and Rice
Seminal articles
Michalos, A. C. (1985). Multiple discrepancies theory (MDT). Social indicators research, 16(4), 347-413.[3]
Oliver, R. L. (1981). Measurement and evaluation of satisfaction processes in retail settings. Journal of retailing.[4]
Rice, R. W., McFarlin, D. B., & Bennett, D. E. (1989). Standards of comparison and job satisfaction. Journal of Applied Psychology, 74(4), 591.[5]
Locke, E. A. (1969). What is job satisfaction?. Organizational behavior and human performance, 4(4), 309-336.[6]
Szymanski, D. M., & Henard, D. H. (2001). Customer satisfaction: A meta-analysis of the empirical evidence. Journal of the academy of marketing science, 29(1), 16-35.[7]
Churchill Jr G, Surprenant C. An investigation into the determinants of customer satisfaction. Journal of Marketing Research. 1982;19(4):491–504[2]
Originating area
Management and Marketing
Links from this theory to other theory
Expectation conformation theory
Level of analysis
IS articles that use the theory
External links
Original Contributor(s)
- ↑ 1.0 1.1 1.2 1.3 Dwivedi, Y. K., Wade, M. R., & Schneberger, S. L. (Eds.). (2011). Information Systems Theory: Explaining and Predicting Our Digital Society (Vol. 1). Springer Science & Business Media.)
- ↑ 2.0 2.1 Churchill Jr, G. A., & Surprenant, C. (1982). An investigation into the determinants of customer satisfaction. Journal of marketing research, 491-504.
- ↑ Michalos, A. C. (1985). Multiple discrepancies theory (MDT). Social indicators research, 16(4), 347-413.
- ↑ Oliver, R. L. (1981). Measurement and evaluation of satisfaction processes in retail settings. Journal of retailing.
- ↑ Rice, R. W., McFarlin, D. B., & Bennett, D. E. (1989). Standards of comparison and job satisfaction. Journal of Applied Psychology, 74(4), 591.
- ↑ Locke, E. A. (1969). What is job satisfaction?. Organizational behavior and human performance, 4(4), 309-336.
- ↑ Szymanski, D. M., & Henard, D. H. (2001). Customer satisfaction: A meta-analysis of the empirical evidence. Journal of the academy of marketing science, 29(1), 16-35.