Abstract
This research provides an extension of Oliver's (1980) expectancy disconfirmation model of satisfaction by examining the moderating role of consumer entitlement in the relationships between service quality and perceived value with customer satisfaction. Using a sample of season ticket holders of the National Hockey League franchise in the southeastern USA (n=234), we found that consumer entitlement moderates the relationship of value with satisfaction, such that the impact of consumer-perceived service value on satisfaction is mitigated for highly entitled consumers. That is, the positive value-satisfaction relationship is stronger for individuals low in consumer entitlement. This finding suggests that highly entitled consumers' satisfaction judgments are dominated by expectations, while less entitled consumers rely more on disconfirmation assessments. Strengths, limitations, suggestions for future research, and practical implications are offered. Copyright (c) 2015 John Wiley & Sons, Ltd.