Cognitive and Affective Antecedents of Consumers’ Satisfaction: A Systematic Review of Two Research Approaches

The study of consumers’ satisfaction has generated empirical research in the last few decades, with new challenges, such as a specific lens on online consumers’ satisfaction. During the last decades, two well-differentiated research traditions can be observed: cognitive and affective. A wide range o...

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Bibliographic Details
Authors: Palací Descals, Francisco José, Salcedo, Alejandro, Topa Cantisano, Gabriela Elba
Format: article
Publication Date:2019
Country:España
Institution:Universidad Nacional de Educación a Distancia
Repository:e-spacio. Repositorio Institucional de la UNED
Language:English
OAI Identifier:oai:e-spacio.uned.es:20.500.14468/25518
Online Access:https://hdl.handle.net/20.500.14468/25518
Access Level:Open access
Keyword:61 Psicología::6114 Psicología social
consumers’
satisfaction
expectations
expectations’
confirmation
positive affect
negative affect
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oai_identifier_str oai:e-spacio.uned.es:20.500.14468/25518
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spelling Cognitive and Affective Antecedents of Consumers’ Satisfaction: A Systematic Review of Two Research ApproachesPalací Descals, Francisco JoséSalcedo, AlejandroTopa Cantisano, Gabriela Elba61 Psicología::6114 Psicología socialconsumers’satisfactionexpectationsexpectations’confirmationpositive affectnegative affectThe study of consumers’ satisfaction has generated empirical research in the last few decades, with new challenges, such as a specific lens on online consumers’ satisfaction. During the last decades, two well-differentiated research traditions can be observed: cognitive and affective. A wide range of antecedents of consumers’ satisfaction has been proposed. The present contribution empirical research conducted under these two perspectives to determine which variables are related to satisfaction, the direction of these relationships, and the differences between the two dominant approaches. We conducted a systematic review of 104 empirical studies on consumers’ satisfaction published between 1975 and 2017. The findings showed that both the cognitive and the affective tradition yield statistically significant precursors of satisfaction. A comparison between empirical studies exploring consumers’ satisfaction in traditional versus by Internet purchasing behavior showed an increasing relevance of cognitive facets in traditional consumer behavior. Empirical evidence exploring differences between consumers’ satisfaction with purchasing goods versus hiring services showed that both cognitive and affective predictors strongly impact when services are hired versus consuming goods. This article concludes with a discussion of these results and their implications.MDPIe-Spacio UNED20252025-01-2720192019-01-1520192019-01-15journal articlehttp://purl.org/coar/resource_type/c_6501info:eu-repo/semantics/articleapplication/pdfhttps://hdl.handle.net/20.500.14468/25518reponame:e-spacio. Repositorio Institucional de la UNEDinstname:Universidad Nacional de Educación a DistanciaInglésengopen accesshttp://purl.org/coar/access_right/c_abf2info:eu-repo/semantics/openAccesshttp://creativecommons.org/licenses/by/4.0/deed.esoai:e-spacio.uned.es:20.500.14468/255182026-06-06T12:38:31Z
dc.title.none.fl_str_mv Cognitive and Affective Antecedents of Consumers’ Satisfaction: A Systematic Review of Two Research Approaches
title Cognitive and Affective Antecedents of Consumers’ Satisfaction: A Systematic Review of Two Research Approaches
spellingShingle Cognitive and Affective Antecedents of Consumers’ Satisfaction: A Systematic Review of Two Research Approaches
Palací Descals, Francisco José
61 Psicología::6114 Psicología social
consumers’
satisfaction
expectations
expectations’
confirmation
positive affect
negative affect
title_short Cognitive and Affective Antecedents of Consumers’ Satisfaction: A Systematic Review of Two Research Approaches
title_full Cognitive and Affective Antecedents of Consumers’ Satisfaction: A Systematic Review of Two Research Approaches
title_fullStr Cognitive and Affective Antecedents of Consumers’ Satisfaction: A Systematic Review of Two Research Approaches
title_full_unstemmed Cognitive and Affective Antecedents of Consumers’ Satisfaction: A Systematic Review of Two Research Approaches
title_sort Cognitive and Affective Antecedents of Consumers’ Satisfaction: A Systematic Review of Two Research Approaches
dc.creator.none.fl_str_mv Palací Descals, Francisco José
Salcedo, Alejandro
Topa Cantisano, Gabriela Elba
author Palací Descals, Francisco José
author_facet Palací Descals, Francisco José
Salcedo, Alejandro
Topa Cantisano, Gabriela Elba
author_role author
author2 Salcedo, Alejandro
Topa Cantisano, Gabriela Elba
author2_role author
author
dc.contributor.none.fl_str_mv e-Spacio UNED
dc.subject.none.fl_str_mv 61 Psicología::6114 Psicología social
consumers’
satisfaction
expectations
expectations’
confirmation
positive affect
negative affect
topic 61 Psicología::6114 Psicología social
consumers’
satisfaction
expectations
expectations’
confirmation
positive affect
negative affect
description The study of consumers’ satisfaction has generated empirical research in the last few decades, with new challenges, such as a specific lens on online consumers’ satisfaction. During the last decades, two well-differentiated research traditions can be observed: cognitive and affective. A wide range of antecedents of consumers’ satisfaction has been proposed. The present contribution empirical research conducted under these two perspectives to determine which variables are related to satisfaction, the direction of these relationships, and the differences between the two dominant approaches. We conducted a systematic review of 104 empirical studies on consumers’ satisfaction published between 1975 and 2017. The findings showed that both the cognitive and the affective tradition yield statistically significant precursors of satisfaction. A comparison between empirical studies exploring consumers’ satisfaction in traditional versus by Internet purchasing behavior showed an increasing relevance of cognitive facets in traditional consumer behavior. Empirical evidence exploring differences between consumers’ satisfaction with purchasing goods versus hiring services showed that both cognitive and affective predictors strongly impact when services are hired versus consuming goods. This article concludes with a discussion of these results and their implications.
publishDate 2019
dc.date.none.fl_str_mv 2019
2019-01-15
2019
2019-01-15
2025
2025-01-27
dc.type.none.fl_str_mv journal article
http://purl.org/coar/resource_type/c_6501
dc.type.openaire.fl_str_mv info:eu-repo/semantics/article
format article
dc.identifier.none.fl_str_mv https://hdl.handle.net/20.500.14468/25518
url https://hdl.handle.net/20.500.14468/25518
dc.language.none.fl_str_mv Inglés
eng
language_invalid_str_mv Inglés
language eng
dc.rights.none.fl_str_mv open access
http://purl.org/coar/access_right/c_abf2
info:eu-repo/semantics/openAccess
http://creativecommons.org/licenses/by/4.0/deed.es
rights_invalid_str_mv open access
http://purl.org/coar/access_right/c_abf2
http://creativecommons.org/licenses/by/4.0/deed.es
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv MDPI
publisher.none.fl_str_mv MDPI
dc.source.none.fl_str_mv reponame:e-spacio. Repositorio Institucional de la UNED
instname:Universidad Nacional de Educación a Distancia
instname_str Universidad Nacional de Educación a Distancia
reponame_str e-spacio. Repositorio Institucional de la UNED
collection e-spacio. Repositorio Institucional de la UNED
repository.name.fl_str_mv
repository.mail.fl_str_mv
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score 15.812429

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