Academic research has paid more attention to formation and management of business relationships than to their dissolution. For example, not much is known about the extent to which dissolution intentions are predictive of actual dissolution, and whether certainty with which these intentions are...

Scholars have conceptualized and measured customer satisfaction in several different ways such as overall satisfaction and relative satisfaction. This paper studies if how one conceptualizes customer satisfaction matters. Authors study if key attributes of customer satisfaction differ in their...

Purpose Scholars have conceptualized and measured customer satisfaction in several different ways such as overall satisfaction and relative satisfaction. This paper aims to study if how one conceptualizes customer satisfaction matters. The authors study if key attributes of customer satisfaction...