Postpurchase hierarchies of effects: The antecedents and consequences of satisfaction for complainers versus non-complainers

Abstract

Complainers versus non-complainers were compared as to their respective processing of the antecedents and consequences of satisfaction with a high involvement product purchase. The results of 2-group lisrel analysis show that for complainers, but not for non-complainers, retrieved expectations have an inverse effect on satisfaction and affect. Disconfirmation has a direct impact on affect, but only for non-complainers. For both groups, disconfirmation is directly related to satisfaction, and satisfaction is related to repurchase intention both directly and through affect.