An Extended Model of Disconfirmation: Expectancies Relating to High Risk Drinking Experiences
To date, customer satisfaction and service quality studies have only focused on disconfirmation of expectations in terms of product/service attributes. This study applies the disconfirmation of expectations paradigm to explain what makes the consumption of sin products (high risk alcohol consumption...
| Main Authors: | , , |
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| Format: | Conference Paper |
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The University of Western Australia
2005
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| Online Access: | http://hdl.handle.net/20.500.11937/17493 |
| _version_ | 1848749480957968384 |
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| author | Baird, Michael Ouschan, Robyn Phau, Ian |
| author_facet | Baird, Michael Ouschan, Robyn Phau, Ian |
| author_sort | Baird, Michael |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | To date, customer satisfaction and service quality studies have only focused on disconfirmation of expectations in terms of product/service attributes. This study applies the disconfirmation of expectations paradigm to explain what makes the consumption of sin products (high risk alcohol consumption) a satisfactory or unsatisfactory experience. In doing so, it illustrates that disconfirmation of expectations should focus on consumption outcomes as they motivate customers to consume products and services. Furthermore, both positive and negative outcome expectanciesshould be included. The alcohol expectancy literature offers operational definitions of positive and negative outcome expectancies. However, alcohol expectancy studies do not use the disconfirmation paradigm to explain high risk drinking behaviours. This is a serious omission as disconfirmation of expectations have been shown to be a better predictor of customer satisfaction and behavioural intentions than customer expectations This study concludes with data gained from a university setting testing the hypotheses proposed, showing distinct differences between positive and negative disconfirmation of outcome expectations. |
| first_indexed | 2025-11-14T07:21:37Z |
| format | Conference Paper |
| id | curtin-20.500.11937-17493 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T07:21:37Z |
| publishDate | 2005 |
| publisher | The University of Western Australia |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-174932017-05-30T08:09:01Z An Extended Model of Disconfirmation: Expectancies Relating to High Risk Drinking Experiences Baird, Michael Ouschan, Robyn Phau, Ian satisfaction experience expectations outcome expectancies disconfirmation To date, customer satisfaction and service quality studies have only focused on disconfirmation of expectations in terms of product/service attributes. This study applies the disconfirmation of expectations paradigm to explain what makes the consumption of sin products (high risk alcohol consumption) a satisfactory or unsatisfactory experience. In doing so, it illustrates that disconfirmation of expectations should focus on consumption outcomes as they motivate customers to consume products and services. Furthermore, both positive and negative outcome expectanciesshould be included. The alcohol expectancy literature offers operational definitions of positive and negative outcome expectancies. However, alcohol expectancy studies do not use the disconfirmation paradigm to explain high risk drinking behaviours. This is a serious omission as disconfirmation of expectations have been shown to be a better predictor of customer satisfaction and behavioural intentions than customer expectations This study concludes with data gained from a university setting testing the hypotheses proposed, showing distinct differences between positive and negative disconfirmation of outcome expectations. 2005 Conference Paper http://hdl.handle.net/20.500.11937/17493 The University of Western Australia fulltext |
| spellingShingle | satisfaction experience expectations outcome expectancies disconfirmation Baird, Michael Ouschan, Robyn Phau, Ian An Extended Model of Disconfirmation: Expectancies Relating to High Risk Drinking Experiences |
| title | An Extended Model of Disconfirmation: Expectancies Relating to High Risk Drinking Experiences |
| title_full | An Extended Model of Disconfirmation: Expectancies Relating to High Risk Drinking Experiences |
| title_fullStr | An Extended Model of Disconfirmation: Expectancies Relating to High Risk Drinking Experiences |
| title_full_unstemmed | An Extended Model of Disconfirmation: Expectancies Relating to High Risk Drinking Experiences |
| title_short | An Extended Model of Disconfirmation: Expectancies Relating to High Risk Drinking Experiences |
| title_sort | extended model of disconfirmation: expectancies relating to high risk drinking experiences |
| topic | satisfaction experience expectations outcome expectancies disconfirmation |
| url | http://hdl.handle.net/20.500.11937/17493 |