The Effect of Stating Expectations on Customer Satisfaction and Shopping Experience

By Chezy Ofir, Itamar Simonson. 2005

172 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/5f1aab739760cc5623356623b9b8123399d4f400

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Marketing

1. Cait Poynor
2. Kristin Diehl
3. Aparna Sundar
4. Theodore J. Noseworthy

In Organizational Behavior and Human Resource Management

1. Cait Poynor
2. Kristin Diehl

Citations in the corpus

• The Multilevel Nature of Customer Experience Research: An Integrative Review and Research Agenda (2018, unknown): “Further, studies find that consumers focus on negative aspects of their experience particularly after being asked to state their expectations prior to a service experience (Ofir and Simonson 2007).”
• Great Expectations?! Assortment Size, Expectations, and Satisfaction (2010, background): “Recent research has also suggested that various factors can influence consumers’ expectations about the quality of the ideal product they may obtain (Chernev 2003; Ofir and Simonson 2007).”