The Dynamic Link Between Satisfaction and Experience: Honeymooners, Disgruntled Midterms, and the Experienced Veterans

Prior work on satisfaction examined an experienced based satisfaction model emphasizing the use of expectation norms (Woodruff, Cadotte, and Jenkins 1983). In our research we would like to understand how employee satisfaction with channel members changes with their experience with the industry over time. We believe individual employee expectation norms will change over time and based on the confirmation/disconfirmation paradigm of satisfaction (Oliver, 1980) we propose a satisfaction curve over time with respect to vendor relationships comprising of three phases, namely, the Honeymoon, the Disgruntled, and the Appreciative Phase. Exploratory study results support our hypothesis. Future research, implications are discussed.

Citation:

Tilottama G. Chowdhury, Abhik Roy, and Soumitra Ghose (2009) ,"The Dynamic Link Between Satisfaction and Experience: Honeymooners, Disgruntled Midterms, and the Experienced Veterans", in AP - Asia-Pacific Advances in Consumer Research Volume 8, eds. Sridhar Samu, Rajiv Vaidyanathan, and Dipankar Chakravarti, Duluth, MN : Association for Consumer Research, Pages: 363-364.