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Modeling Consumer Satisfaction Processes Using Experience-Based Norms

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References

1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
1982An Investigation into the Determinants of Customer Satisfaction1,292 cited
1973Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived Product Performance1,066 cited
1979Disconfirmation of consumer expectations through product trial.551 cited

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1994Consumer satisfaction and perceived quality: Complementary or divergent constructs?

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