Discrepancies of positive and negative consumption expectations in 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: | Journal Article |
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ANZMAC
2011
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| Online Access: | http://hdl.handle.net/20.500.11937/62821 |
| _version_ | 1848760921490456576 |
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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 expectancies should 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 | 2025-11-14T10:23:27Z |
| format | Journal Article |
| id | curtin-20.500.11937-62821 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T10:23:27Z |
| publishDate | 2011 |
| publisher | ANZMAC |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-628212018-02-01T05:25:39Z Discrepancies of positive and negative consumption expectations in high risk drinking experiences Baird, Michael Ouschan, Robyn Phau, Ian Satisfaction Disconfirmation Experience expectations Outcome expectancies 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 expectancies should 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. 2011 Journal Article http://hdl.handle.net/20.500.11937/62821 ANZMAC restricted |
| spellingShingle | Satisfaction Disconfirmation Experience expectations Outcome expectancies Baird, Michael Ouschan, Robyn Phau, Ian Discrepancies of positive and negative consumption expectations in high risk drinking experiences |
| title | Discrepancies of positive and negative consumption expectations in high risk drinking experiences |
| title_full | Discrepancies of positive and negative consumption expectations in high risk drinking experiences |
| title_fullStr | Discrepancies of positive and negative consumption expectations in high risk drinking experiences |
| title_full_unstemmed | Discrepancies of positive and negative consumption expectations in high risk drinking experiences |
| title_short | Discrepancies of positive and negative consumption expectations in high risk drinking experiences |
| title_sort | discrepancies of positive and negative consumption expectations in high risk drinking experiences |
| topic | Satisfaction Disconfirmation Experience expectations Outcome expectancies |
| url | http://hdl.handle.net/20.500.11937/62821 |