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Measuring Student Expectations and Their Effects on Satisfaction: The Importance of Managing Student Expectations

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References

1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
1999Whence Consumer Loyalty?7,319 cited
1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited
1982An Investigation into the Determinants of Customer Satisfaction2,914 cited
1988Models of Consumer Satisfaction Formation: An Extension2,237 cited
1993Customer satisfaction, customer retention, and market share2,151 cited
1994Service Quality: New Directions in Theory and Practice1,701 cited
1988Response Determinants in Satisfaction Judgments1,685 cited
2003Customer satisfaction and loyalty in online and offline environments1,560 cited
1994Service Quality: Insights and Managerial Implications from the Frontier1,539 cited
1990Hindsight: Biased judgments of past events after the outcomes are known.854 cited
1994Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice852 cited
1992A Catastrophe Model for Developing Service Satisfaction Strategies

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812 cited

1999Assessing Our Own Competence: Heuristics and Illusions336 cited

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