Title: Models of satisfaction antecedents: a brief review. An integrative literature review of the most discussed satisfaction models in marketing studies

Authors: Fernando Macieira; Tiago Oliveira; Mitsuru Yanaze

Addresses: NOVA Information Management School (NOVA IMS), Universidade Nova de Lisboa, Campus de Campolide, 1070-312 Lisboa, Portugal ' NOVA Information Management School (NOVA IMS), Universidade Nova de Lisboa, Campus de Campolide, 1070-312 Lisboa, Portugal ' Escola de Comunicações e Artes, Universidade de São Paulo, Prédio 3, Av. Prof. Lúcio Martins Rodrigues, 443 – Butantã, São Paulo – SP 05508-020, Brazil

Abstract: This article is an integrative review on satisfaction models. Its main purpose is to bring back the discussion on consumer satisfaction and loyalty - topics that are currently not receiving adequate attention by service management researchers. As a field grows, integrative review addresses the need to aggregate, critique and re-conceptualise the knowledge, as it continues to develop, this being particularly appropriate when contradictory evidence appears (Torraco, 2005). Nevertheless, this article summarises comments and integrates the most important models and theories concerning consumer satisfaction models, and adds suggestions for future research.

Keywords: service quality; satisfaction models; satisfaction antecedents; integrative review; loyalty; service management; SERVQUAL; retail service quality; RSQ; service quality model; quality dimensions.

DOI: 10.1504/IJSOM.2020.108118

International Journal of Services and Operations Management, 2020 Vol.36 No.3, pp.348 - 359

Received: 24 May 2017
Accepted: 23 Mar 2018
Published online: 03 Jul 2020 *

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