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Does a surprise strategy need words? : the effect of explanations for a surprise strategy on customer delight and expectations

Kim, Kyungmin; Mattila, Anna S. - In: The journal of services marketing 27 (2013) 5, pp. 361-370

Persistent link: https://www.econbiz.de/10010127939

Interrupted anticipation after a service failure : the role of olfactory sensation on expected pleasure, taste enjoyment, consumption, and repatronage intentions

Moore, David J. - In: Marketing letters : a journal of research in marketing 24 (2013) 4, pp. 399-408

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Comparative analysis of experience-oriented customer needs and manufacturer supplies based on the Kano model

Shyu, Jon-chi; Chang, Wei; Ko, Hsien-tang - In: Total quality management & business excellence : an … 24 (2013) 11, pp. 1272-1287

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Understanding the mediated moderating role of customer expectations in the customer satisfaction model : the case of casinos

Wong, IpKin Anthony; Dioko, Leonardo (Don) A. N. - In: Tourism management : research, policies, practice 36 (2013), pp. 188-199

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Disconfirmation and satisfaction in the light of culture : an analysis for Chinese and US American consumers

Krüger, Franziska - 2011

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Interaction of normative and predictive expectations in customer satisfaction and emotions

Meirovich, Gavriel; Jeon, Myunghee Mindy; Coleman, … - In: Journal of marketing analytics : JMA 8 (2020) 2, pp. 69-84

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Expectations, satisfaction, and utility from experience goods : a field experiment in theaters

Gneezy, Ayelet; Genîzî, Ûrî; Llull, Joan; Rey-Biel, … - 2016

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The effects of post-adoption beliefs on the expectation-confirmation model in an electronics retail setting

Hsiao, Chun-Hua - In: Total quality management & business excellence : an … 29 (2018) 8, pp. 866-880

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Consumers' expectations of sales events : how satisfied are consumer with shopping during sales events?

Sharma, Dheeraj; Borna, Shaheen; Bott, Jennifer P. - In: International journal of management and marketing … 10 (2017) 1, pp. 57-68

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Dynamik von Kundenerwartungen im Dienstleistungsprozess : Konzeptionalisierung und empirische Befunde

Richter, Mark - 2005

-- 2. Determinanten der Erwartungsbildung und -Veränderung -- 3. Bezugsobjekt von Erwartungen im Dienstleistungsbereich … theoretischen und empirischen Forschung für das weitere Vorgehen -- III: Modell der phasenbezogenen Erwartungsbildung und -Wirkung …. Zusammenfassung der Hypothesen -- IV: Experimentelle Überprüfung des phasenspezifischen Modells der Erwartungsbildung und -Wirkung …

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