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Differentiation as a basis for explaining customer satisfaction across industries · Study

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ArticleDifferentiation as a basis for explaining customer satisfaction across industries

Claes Fornell1993

OA

Articlebronze1993

Differentiation as a basis for explaining customer satisfaction across industries

Claes Fornell · Michael D. Johnson

60 citations·0/0 files stored·Journal of Economic Psychology

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Service and Product Innovation

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References

1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1961Rational Expectations and the Theory of Price Movements 1992A National Customer Satisfaction Barometer: The Swedish Experience 1988Communication and Control Processes in the Delivery of Service Quality 1979Micromotives and Macrobehavior.1977Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation.1984Strategic Management and Marketing in the Service Sector 1973Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived Product Performance

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Details

Year1993

Typearticle

Published1993-12-01

VenueJournal of Economic Psychology

ISSN-L0167-4870

Languageen

Citations60

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/0167-4870(93)90016-e

openalex_workW2011230150

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2001

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2020Reimagining customer service through journey mapping and measurement

2009Perceived power imbalance and customer dissatisfaction