The Effect of Group Interactions on Satisfaction Judgments: Satisfaction Escalation

  title={The Effect of Group Interactions on Satisfaction Judgments: Satisfaction Escalation},
  author={Jonathan D. Bohlmann and Jose A Rosa and Ruth N. Bolton and William J. Qualls},
  journal={Marketing Science},
This study investigates how people's satisfaction judgments are modified after they interact with other group members. It integrates research on customer satisfaction and social influence to develop hypotheses about how an individual's satisfaction is influenced by discrepancies between her expectations about the satisfaction of other group members and their actual opinions as revealed in group discussion. It also considers how this effect is moderated by the individual's susceptibility to… 

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