The calculus of service quality and customer satisfaction: Theoretical and empirical differentiation and integration
- 1 January 1994
- book chapter
- Published by Elsevier BV
Abstract
No abstract availableThis publication has 61 references indexed in Scilit:
- Servicescapes: The Impact of Physical Surroundings on Customers and EmployeesJournal of Marketing, 1992
- A Comparison of Attitudes and Emotions as Predictors of Behavior at Diverse Levels of Behavioral ExperienceJournal of Consumer Research, 1992
- Mitigating the effect of service encountersMarketing Letters, 1992
- A Multistage Model of Customers' Assessments of Service Quality and ValueJournal of Consumer Research, 1991
- Change Scores as Dependent Variables in Regression AnalysisSociological Methodology, 1990
- The Service Encounter: Diagnosing Favorable and Unfavorable IncidentsJournal of Marketing, 1990
- Structural equation modeling in practice: A review and recommended two-step approach.Psychological Bulletin, 1988
- Quality counts in services, tooBusiness Horizons, 1985
- Selected Determinants of Consumer Satisfaction and Complaint ReportsJournal of Marketing Research, 1983
- A Taxonomy of Consumer Satisfaction/Dissatisfaction MeasuresJournal of Consumer Affairs, 1977