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A Desires Congruency Model of Consumer Satisfaction · Study

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ArticleA Desires Congruency Model of Consumer Satisfaction

Richard A. Spreng1993

Article1993

A Desires Congruency Model of Consumer Satisfaction

Richard A. Spreng · Richard W. Olshavsky

274 citations·0/0 files stored·Journal of the Academy of Marketing Science

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Consumer Behavior in Brand Consumption and Identification

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1985Measuring the Involvement Construct 1982An Investigation into the Determinants of Customer Satisfaction 1987Product/Consumption-Based Affective Responses and Postpurchase Processes 1988Models of Consumer Satisfaction Formation: An Extension 1982Representing and Testing Organizational Theories: A Holistic Construal

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2004The Role of Social Presence and Moderating Role of Computer Self Efficacy in Predicting the Continuance Usage of E-Learning Systems 2013From tourist motivations to tourist satisfaction 2009Determining the relative importance of critical factors in delivering service quality of banks 2010Switching intention model development: Role of service performances, customer satisfaction, and switching barriers in the hotel industry 2010The consequence of appraisal emotion, service quality, perceived value and customer satisfaction on repurchase intent in the performing arts

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Details

Year1993

Typearticle

Published1993-06-01

VenueJournal of the Academy of Marketing Science

ISSN-L0092-0703

Languageen

Citations274

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1177/0092070393213001

openalex_workW2108917170

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