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| Author: | Garry, T. |
| Title: | An investigation into the mediating influence of consumer expertise on the andecendents and consequences of affect within professional service markets |
| Journal: | Journal of Marketing Management
2007 : VOL 23:5-6, p. 461-481 |
| Index terms: | service markets consumers |
| Freeterms: | consumer expertise professional services |
| Language: | eng |
| Abstract: | This article deals with the mediating influence of consumer expertise on the andecendents and consequences of affect within a professional services market context. Using a scenario based approach, multi-group invariance among competing structural models is tested based on the ability of the respondents to form expectations and performance assesment about the service received. The results suggest that it is important to understand how certain characteristics influence service attributes when making satisfaction judgements. |
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