Electronic Resource

Article - Dynamic Expectation–Satisfaction Relationship in Sustainable Experiences with Product: A Comparative Study of Durable Goods, FMCG, and Digital Products Vol. 13, No. 13, Pasal (Article) 7458

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This study adopts a dynamic Expectancy–Disconfirmation framework to investigate the

evolving nature of user satisfaction across three product categories: durable goods, fast-
moving consumer goods (FMCG), and digital products. A 25-day longitudinal experiment

involving 128 participants was conducted, during which users engaged with their most
recently purchased products and provided repeated subjective evaluations over time. The

findings reveal dynamic changes in the influence of expectations and perceived perfor-
mance on satisfaction throughout the product usage cycle. For durable goods and FMCG,

both expectations and perceived performance gradually declined, accompanied by a weak-
ening effect of expectations on satisfaction. In contrast, digital products exhibited greater

volatility, lacking a stable experiential baseline and resulting in greater fluctuations in
satisfaction trajectories. Moreover, external contextual and emotional factors were found
to play a more significant role in shaping satisfaction with physical products, beyond the
scope of the traditional expectancy–performance model. These insights offer theoretical
and managerial implications for sustainable product and experience design. In particular,

they highlight the importance of implementing experience-stabilizing strategies in dig-
ital consumption contexts to support user well-being and enhance continuous product

utilization, thereby maximizing product potential and reducing waste.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

658.8343 WU d

Penerbit

: MDPI (Multidisciplinary Digital Publishing Institute)., 2021

Deskripsi Fisik

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Bahasa

English

ISBN/ISSN

2071-1050

Klasifikasi

658.8343 WU d

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

Vol. 13, No. 13, Pasal (Article) 7458

Subjek

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Info Detail Spesifik

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Pernyataan Tanggungjawab

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