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The qualitative satisfaction model

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References

1993Cognitive, Affective, and Attribute Bases of the Satisfaction Response3,249 cited
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1991The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction2,162 cited
1993Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and Satisfaction1,971 cited
2001The Loyalty Effect1,406 cited
1994Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice852 cited

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2013Customer service experiences113 cited

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