Richard L. Oliver
Vanderbilt University
67 Papers
868 Citations
Richard L. Oliver is an academic researcher from Vanderbilt University. The author has contributed to research in topics: Expectancy theory & Customer delight. The author has an hindex of 45, co-authored 67 publications. Previous affiliations of Richard L. Oliver include College of Business Administration & University of Kentucky.
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Papers
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
TL;DR: In this paper, a model is proposed which expresses consumer satisfaction as a function of expectation and expectancy disconfirmation, in turn, is believed to influence attitude change and purchase i...
12.7K
Whence Consumer Loyalty
TL;DR: Both practitioners and academics understand that consumer loyalty and satisfaction are linked inextricably. But they also understand that this relation is asymmetric as mentioned in this paper. Although loyal consumers are most...
9.3K
Cognitive, affective, and attribute bases of the satisfaction response.
TL;DR: In this paper, an attempt to extend current thinking on postpurchase response to include attribute satisfaction and dissatisfaction as separate determinants not fully reflected in either cognitive (i.e., expectancy disconfirmation) or affective paradigms is presented.
3.5K
The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction
TL;DR: This paper investigated the interrelationships between consumption emotion and satisfaction judgments by way of taxonomic and dimensional analyses to identify patterns of emotional response to product experiences and found that satisfaction measures vary in their ability to represent the affective content of consumption experiences.
2.3K