| Popis: |
This chapter aims to improve the knowledge on the relationship between disconfirmation, satisfaction, and loyalty within a cognitive affective model. The literature suggests a direct relationship between disconfirmation and intent through an empirical analysis of a sample of 637 participants in a sporting event. Evidence confirms the relationship of emotions on satisfaction as mediators of disconfirmation. Finally, the authors discuss the implications of the causal relationships in the model on corporate management. |
