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ArticleConsumer Satisfaction with Services

Jochen Wirtz1999

Article1999

Consumer Satisfaction with Services

Jochen Wirtz · John Bateson

395 citations·0/0 files stored·Journal of Business Research

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Customer Service Quality and Loyalty Consumer Retail Behavior Studies Service and Product Innovation

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References

1988On the Evaluation of Structural Equation Models 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1980A circumplex model of affect.1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses 1985Toward a consensual structure of mood.1985Patterns of cognitive appraisal in emotion.

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Year1999

Typearticle

Published1999-01-01

VenueJournal of Business Research

ISSN-L0148-2963

Languageen

Citations395

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/s0148-2963(97)00178-1

openalex_workW1480949012

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