Service encounter satisfaction: conceptualized
James L. Walker
(Is based in the Department of Marketing at the University of Texas at Arlington, Texas, USA.)
12719
Abstract
Presents a model of service encounter satisfaction offering conceptual and pragmatic advantages over the dominant disconfirmation paradigm. Expectations are compared with performance, at three separate stages, which directly combine into one overall consumer service encounter judgment. Offers service practitioners increased insight into understanding consumers′ satisfaction processes.
Keywords
Citation
Walker, J.L. (1995), "Service encounter satisfaction: conceptualized", Journal of Services Marketing, Vol. 9 No. 1, pp. 5-14. https://doi.org/10.1108/08876049510079844
Publisher
:MCB UP Ltd
Copyright © 1995, MCB UP Limited