Customer satisfaction plays a central role in market-oriented companies, and numerous studies confirm the positive effects of customer satisfaction on business success. The confirmation-disconfirmation paradigm (C/D paradigm), which has dominated previous research on customer satisfaction, is cognitively oriented and focuses on the conscious comparison between consumer expectations and perceived performance. Rita Faullant demonstrates that the C/D paradigm is particularly insufficient in consumption situations with a high experiential orientation and that emotional processes significantly influence customer satisfaction. She thoroughly addresses the emotional and personality-based determinants of customer satisfaction and examines the C/D paradigm for points of connection and integration.