What is it about?
When predicting future satisfaction with private or public services, people focus too much on a few salient aspects, although not necessarily representative aspects of the product or service, thereby relying only on these aspects when predicting future satisfaction, something that leads people to mispredict their future satisfaction.
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Why is it important?
When people predict their future satisfaction with private or public products or services, they focus too narrowly on only one or a few aspects of the product or service, and do not take into consideration the total quality aspects of the product or service, as well as do not take into consideration the overall context that surrounds the consumption experience. This leads to mispredictions about future satisfaction, and shows that experiences are more valid measures than expectations.
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This page is a summary of: Effects of critical incidents on car users’ predicted satisfaction with public transport, Transportation Research Part F Traffic Psychology and Behaviour, March 2011, Elsevier,
DOI: 10.1016/j.trf.2010.11.005.
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