Perceived Performance - A Direct Causal Antecedent of Customer Satisfaction?

Anna Mattila, Jochen Wirtz

Research output: Chapter in Book/Report/Conference proceedingChapter


A strong direct causal link from perceived performance to satisfaction has been found in many studies. Here, it is suggested that there is no such direct link, and that past findings may be explained by two factors. First, commonly used perceived performance measures contain strong evaluative components and thereby already measure part of satisfaction. Second, the evaluation process is not sufficiently captured in many studies, and therefore the natural correlation between performance and satisfaction appears as a direct causal link in the analysis, rather than being mediated by evaluative processing (c.f. Wirtz 1993; Wirtz and Bateson 1997).

Original languageEnglish (US)
Title of host publicationDevelopments in Marketing Science
Subtitle of host publicationProceedings of the Academy of Marketing Science
PublisherSpringer Nature
Number of pages1
StatePublished - 2015

Publication series

NameDevelopments in Marketing Science: Proceedings of the Academy of Marketing Science
ISSN (Print)2363-6165
ISSN (Electronic)2363-6173

All Science Journal Classification (ASJC) codes

  • Marketing
  • Strategy and Management


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