Licata, Jane W.; Chakraborty, Goutam; Krishnan, Balaji C. - In: Journal of Services Marketing 22 (2008) 3, pp. 176-187
Purpose – This research seeks to examine how the expectation process and its components evolve over time and purchase experience. Design/methodology/approach – A longitudinal study was conducted over the period of one year using a sample of university students who were purchasing an...