A New Emergent Paradigm in Measuring ‘Satisfaction’: Accessing the Fragmented Nature of Visitors’ Reality Via the Desired-Benefit (Dis)Confirmation Approach

Purpose – This study explores conceptual frameworks for understanding consumer satisfaction in the substantive domain of a public museum. Design/Methodology – An inductive approach and a qualitative methodology was employed through theory and data triangulations. 46 semi-structured in-depth interviews with visitors upon exit and a further four with management and staff members aided the comparison of three schools of satisfaction thought feeding into a new theory. Findings – The results were most congruent with the postmodern and experiential school of satisfaction thought. Conceptually, this reinforced the position of a fragmented and non-totalizing consumer reality, as well as subjective experience. Reciprocally, outcome quality (desired benefits) elucidated most insight on the appreciation of individual satisfied states.



Citation:

Anastasia Mourikis, Damian Gallagher, and Adrian Palmer (2011) ,"A New Emergent Paradigm in Measuring ‘Satisfaction’: Accessing the Fragmented Nature of Visitors’ Reality Via the Desired-Benefit (Dis)Confirmation Approach", in E - European Advances in Consumer Research Volume 9, eds. Alan Bradshaw, Chris Hackley, and Pauline Maclaran, Duluth, MN : Association for Consumer Research, Pages: 249-254.

Authors

Anastasia Mourikis, Swansea University
Damian Gallagher, Aberystwyth University
Adrian Palmer, Swansea University



Volume

E - European Advances in Consumer Research Volume 9 | 2011



Share Proceeding

Featured papers

See More

Featured

Immigration, Abortion, and Gay Marriage – Oh My!

TJ Weber, Cal Poly San Luis Obispo
Chris Hydock, Georgetown University, USA
Jeff Joireman, Washington State University, USA
David Sprott, Washington State University, USA

Read More

Featured

L4. Attentional Breadth Moderates the Effect of Store Environments on Product Evaluation

Oliver B. Büttner, University of Duisburg-Essen
Benjamin G. Serfas, University of Duisburg-Essen
Daria Euler, University of Duisburg-Essen
Mathias Clemens Streicher, University of Innsbruck, Austria

Read More

Featured

O2. The Streaking Star Effect: Why People Want Individual Winning Streaks to Continue More than Group Streaks

Jesse Walker, Cornell University, USA
Thomas Gilovich, Cornell University, USA

Read More

Engage with Us

Becoming an Association for Consumer Research member is simple. Membership in ACR is relatively inexpensive, but brings significant benefits to its members.