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Journal cover: Journal of Services Marketing

Journal of Services Marketing

ISSN: 0887-6045

Online from: 1987

Subject Area: Marketing

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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.



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