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

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dc.contributor.authorPalací Descals, Francisco José
dc.contributor.authorSalcedo, Alejandro
dc.contributor.authorTopa Cantisano, Gabriela Elba
dc.date.accessioned2025-01-27T10:00:09Z
dc.date.available2025-01-27T10:00:09Z
dc.date.issued2019-01-15
dc.descriptionThe registered version of this article, first published in “Sustainability, 11(2)", is available online at the publisher's website: MDPI, https://doi.org/10.3390/su11020431
dc.descriptionLa versión registrada de este artículo, publicado por primera vez en “Sustainability, 11(2)", está disponible en línea en el sitio web del editor: MDPI, https://doi.org/10.3390/su11020431
dc.description.abstractThe 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.en
dc.description.versionversión publicada
dc.identifier.citationPalací, F., Salcedo, A., & Topa, G. (2019). Cognitive and Affective Antecedents of Consumers’ Satisfaction: A Systematic Review of Two Research Approaches. Sustainability, 11(2), 431. https://doi.org/10.3390/su11020431
dc.identifier.doihttps://doi.org/10.3390/su11020431
dc.identifier.issn2071-1050
dc.identifier.urihttps://hdl.handle.net/20.500.14468/25518
dc.journal.issue2
dc.journal.titleSustainability
dc.journal.volume11
dc.language.isoen
dc.publisherMDPI
dc.relation.centerFacultades y escuelas::Facultad de Psicología
dc.relation.departmentPsicología Social y de las Organizaciones
dc.rightsinfo:eu-repo/semantics/openAccess
dc.rights.urihttp://creativecommons.org/licenses/by/4.0/deed.es
dc.subject61 Psicología::6114 Psicología social
dc.subject.keywordsconsumers’en
dc.subject.keywordssatisfactionen
dc.subject.keywordsexpectationsen
dc.subject.keywordsexpectations’en
dc.subject.keywordsconfirmationen
dc.subject.keywordspositive affecten
dc.subject.keywordsnegative affecten
dc.titleCognitive and Affective Antecedents of Consumers’ Satisfaction: A Systematic Review of Two Research Approachesen
dc.typeartículoes
dc.typejournal articleen
dspace.entity.typePublication
relation.isAuthorOfPublicationd1be580e-5e84-4f78-896c-2487f0b047c5
relation.isAuthorOfPublication70d4b1b7-1364-4501-8c9e-6e50672b2251
relation.isAuthorOfPublication.latestForDiscoveryd1be580e-5e84-4f78-896c-2487f0b047c5
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