Advanced Search
Journal search
Journal cover: Journal of Services Marketing

Journal of Services Marketing

ISSN: 0887-6045

Online from: 1987

Subject Area: Marketing

Content: Latest Issue | icon: RSS Latest Issue RSS | Previous Issues


Icon: .Table of Contents.Next article.Icon: .

Service encounter satisfaction: conceptualized

Document Information:
Title:Service encounter satisfaction: conceptualized
Author(s):James L. Walker, (Is based in the Department of Marketing at the University of Texas at Arlington, Texas, USA.)
Citation:James L. Walker, (1995) "Service encounter satisfaction: conceptualized", Journal of Services Marketing, Vol. 9 Iss: 1, pp.5 - 14
Keywords:Consumer behaviour, Customer satisfaction, Evaluation, Performance criteria, Service industries, Services marketing, USA
Article type:Research paper
DOI:10.1108/08876049510079844 (Permanent URL)
Publisher:MCB UP Ltd
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.

Fulltext Options:



Existing customers: login
to access this document


- Forgot password?
- Athens/Institutional login



Downloadable; Printable; Owned
HTML, PDF (39kb)

Due to our platform migration, pay-per-view is temporarily unavailable.

To purchase this item please login or register.


- Forgot password?

Recommend to your librarian

Complete and print this form to request this document from your librarian

Marked list

Bookmark & share

Reprints & permissions