Contribuciones de la psicología social al estudio de la satisfacción de los usuarios y consumidores
ISSN: 0213-4748, 1579-3680
Year of publication: 2000
Volume: 15
Issue: 2
Pages: 5-24
Type: Article
More publications in: International Journal of Social Psychology, Revista de Psicología Social
Abstract
In this paper, we review the contributions of social psychology to the study of customer satisfaction. Specifically, we note that cognitive approaches (confirmation of expectations, equity, causal attribution) have been more used in research than affect processes. Furthermore, the most important research limitations related to the diagnostic value of information, attention to unstable attributes of product performance, the study of complex relationships between constructs, the use of aggregate measures of customer satisfaction and the study of emotion work are showed. We also propose topics for future research.