Abstract
AbstractThis paper explores the relationship between expectations and product satisfaction evaluations in a high‐involvement product category. While doing so, the paper attempts to develop a regression model to predict the overall level of consumer satisfaction derived from CD players, using a number of explanatory variables within an ordinary least squares framework. This regression model links overall satisfaction to confidence in other people's opinions, expectations of product quality, experience with product quality, replacement rate and the importance of price. The model predicts fairly well for cross‐sectional data, with an adjusted R2 of 57 per cent, and appears to be robust. Finally, the implications of these results for marketers are discussed. Copyright © 2002 Henry Stewart Publications.
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