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The impact of uncertainty on customer satisfaction

Back, Camila; Spann, Martin - 2022

products' actual performance. However, what is the effect of uncertainty in expectations? This paper develops a novel …. Based on this model, uncertainty shifts subjective reference points upward. That is, uncertainty increases the performance … level at which customers switch from being dissatisfied to being satisfied. Furthermore, uncertainty has an attenuating …

Persistent link: https://www.econbiz.de/10014458881

Service quality : the impact of frequency, timing, proximity, and sequence of failures and delights

Sivakumar, K.; Li, Mei; Dong, Beibei - In: Journal of marketing 78 (2014) 1, pp. 41-58

Persistent link: https://www.econbiz.de/10010250081

Expectation-achievement gaps and satisfaction in World Cup football supporters : a quasi-experiment

Robinson, Mark A.; Davis, Matthew C.; Unsworth, Kerrie L. - In: European Sport management quarterly : ESMQ 23 (2023) 5, pp. 1304-1327

Persistent link: https://www.econbiz.de/10014330791

Satisfaction and expenditure in wineries : a prospect theory approach

Sellers Rubio, Ricardo; Nicolau, Juan Luis - In: Journal of hospitality & tourism research : JHTR ; the … 47 (2023) 2, pp. 354-374

Persistent link: https://www.econbiz.de/10014230021

Does customer demotion jeopardize loyalty?

Wagner, Tillmann; Hennig-Thurau, Thorsten; Rudolph, Thomas - In: Journal of marketing 73 (2009) 3, pp. 69-85

Persistent link: https://www.econbiz.de/10003838586

Der Einfluss verhaltenswissenschaftlicher Aspekte in den Wirtschaftswissenschaften

Tscheulin, Dieter K.; Lindenmeier, Jörg - In: Verhaltenswissenschaftliche Grundlagen in ökonomischen …, (pp. 11-28). 2009

Persistent link: https://www.econbiz.de/10003907835

The joint effects of compensation frames and price levels on service recovery of online pricing error

Lii, Yuan-shuh; Lee, Monle - In: Managing service quality : MSQ ; an international journal 22 (2012) 1, pp. 4-20

Persistent link: https://www.econbiz.de/10009500706

Discount reference moderates customers' reactions to discount frames after online service failure

Sharifi, Seyed Shahin; Aghazadeh, Hashem - In: Journal of business research : JBR 69 (2016) 10, pp. 4074-4080

Persistent link: https://www.econbiz.de/10011553910

New insights in the moderating effect of switching costs on the satisfaction-repurchase behavior link

Nagengast, Liane; Evanschitzky, Heiner; Blut, Markus; … - In: Journal of retailing 90 (2014) 3, pp. 408-427

Persistent link: https://www.econbiz.de/10010408213

Feeling happier when paying more : dysfunctional counterfactual thinking in consumer affect

Yoon, Sukki; Vargas, Patrick T. - In: Psychology & marketing 27 (2010) 12, pp. 1075-1100

Persistent link: https://www.econbiz.de/10008760275

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