Strategic Management of Expectations: The Role of Disconfirmation Sensitivity and Perfectionism

By Praveen K. Kopalle, Donald R. Lehmann. 2001

206 citations recorded by the source corpus.

Subfields: Clinical Psychology, General Decision Sciences, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/094a113324dbc3c6799635001b0c464999f84164

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In Clinical Psychology

In General Decision Sciences

In Organizational Behavior and Human Resource Management

Citations in the corpus

The effect of superstitious beliefs on performance expectations (2009, methodology): “This expectation is consistent with findings by Kopalle and Lehmann (2001) , who argue and show that consumers who are relatively more disconfirmation-sensitive are more satisfied (dissatisfied) when products perform better (worse) than expected.”
THE INTERPLAY OF PRODUCT CLASS KNOWLEDGE AND TRIAL EXPERIENCE IN ATTITUDE FORMATION (2004, background): “Consumer satisfaction is determined by the discrepancies between product expectations and perceived product performance (Anderson 1973; Bearden and Teel 1983; Boulding et al. 1993; Kopalle and Lehmann 1995, 2001; Oliver 1980; Olson and Dover 1979).”
How Does Objective Quality Affect Perceived Quality? Short-Term Effects, Long-Term Effects, and Asymmetries (2006, result): “…shift in the direction that reduces inconsistencies (Osgood and Tannenbaum 1955; Festinger 1957), we expect the change in expectations to be proportional to, but less than, the difference between prior expectations and prior objective quality (Kopalle and Lehmann 1995, 2001; Boulding et al. 1993).”
What is Quality? An Integrative Framework of Processes and States (2012, background): “Individual attribute evaluations are aggregated to form evaluated aggregate quality and quality disconfirmation, which determine customer satisfaction (Churchill and Suprenant 1982; Kopalle and Lehmann 2001).”
The affective costs of overconfidence (2004, background): “Lowering one's expectations also reduces disappointment (Sheppard, Ouellette, & Fernandez, 1996; van Dijk, Zeelenberg, & van der Pligt, 2003) and minimizes regret (Kopalle & Lehman, 2000).”
The “Right” Consumers for Better Concepts: Identifying Consumers High in Emergent Nature to Develop New Product Concepts (2010, methodology): “…and “My best friends consider me to be a creative person”) and the other a widely used self-assessment checklist to assess “creative personality” using a person’s self-concept derived from the Adjective Check List (Gough 1979); and one three-item consumer optimism scale (Kopalle and Lehmann 2001).”