La satisfaction des consommateurs spécifique à une transaction: définition, antécédents, mesures et modes

La satisfaction est considérée comme le médiateur des comportements après-achat/consommation des consommateurs. Il est dès lors important de comprendre ce à quoi ce concept renvoie. Le but de cet article est, d'une part, d'offrir une définition du concept de satisfaction (spécifique à une transaction). Et d'autre part, de présenter ses principaux antécédents (non-confirmation, standard de comparaison, performance, qualité et valeur perçues, équité, attributions, réactions affectives). Enfin, nous discuterons de quelques développements récents dans le domaine de la satisfaction (modes/prototypes de satisfaction, par exemple) ainsi que de la mesure de ce concept.

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