A Contingency Approach to Modeling Satisfaction with Management Consulting Services

Abstract

Studies modeling customer satisfaction have often produced conflicting findings, prompting some scholars to suggest that satisfaction may vary under different product and situational conditions. This longitudinal study of business-to-business professional services (management consulting services) examines the moderating effects of two individual-level variables (product-norm experience and stakeholding) and one purchase situation variable (perceived product complexity) on the relationships among perceived performance, disconfirmation of expectations, and satisfaction. The results indicate that the relative impact of performance and disconfirmation on satisfaction varies under different contingency conditions. The impact of experience as a moderator variable is especially noteworthy. When considered in light of previous research results, the current results suggest a nonmonotomic relationship between disconfirmation and satisfaction under differing experience conditions. The findings add new insight to our understanding of the contingent relationships among key constructs in satisfaction evaluation, especially in a business-to-business professional services setting.