Service encounter satisfaction: conceptualized

Presents a model of service encounter satisfaction offering conceptual and pragmatic advantages over the dominant disconfirmation paradigm. Expectations are compared with performance, at three separate stages, which directly combine into one overall consumer service encounter judgment. Offers service practitioners increased insight into understanding consumers′ satisfaction processes.

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Year of publication:	1995
Authors:	Walker, James L.
Published in:	Journal of Services Marketing. - MCB UP Ltd, ISSN 2054-1651, ZDB-ID 2020791-8. - Vol. 9.1995, 1, p. 5-14
Publisher:	MCB UP Ltd
Subject:	Consumer behaviour \| Customer satisfaction \| Evaluation \| Performance criteria \| Service industries \| Services marketing \| USA

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Type of publication:	Article
Type of publication (narrower categories):	research-article
Language:	English
Other identifiers:	10.1108/08876049510079844 [DOI]
Source:	Other ZBW resources

Persistent link: https://www.econbiz.de/10014905533