Paradigm shift of customer satisfaction studies in service research: A meta-analytical review of the antecedents of service satisfaction

Conceptual literature review and empirical generalization by using meta-analysis method are done to get a whole picture of service satisfaction antecedent studies. It is found that three main paradigms, including expectation disconfirmation, service quality and service value are used to explain the antecedents of customer satisfaction in service research history. A paradigm shift can be seen along these three paradigms, and the domain of service satisfaction antecedents is found to be expanding gradually. However, meta-analysis results show that disconfirmation, the most parsimonious paradigm, achieves the strongest relationship strength with customer satisfaction in service industries. Therefore, disconfirmation paradigm is recommended to measure or monitor customer satisfaction, whereas service quality paradigm and service are recommended when service providers want to improve customer satisfaction since they need to know from which concrete aspects, satisfaction can be enhanced.