search query: @author Söderlund, M. / total: 5
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| Author: | Söderlund, M. |
| Title: | The retrospective and the prospecitve mind and the temporal framing of customer satisfaction |
| Journal: | European Journal of Marketing
2003 : VOL 37:10 p. 1375-1390 |
| Index terms: | CONSUMER BEHAVIOUR CUSTOMERS |
| Language: | eng |
| Abstract: | This article examines the potential for differences and similarities between two ways of conceptualizing customer satisfaction. These two ways of customer satisfaction are anticipated customer satisfaction (ACS) and current customer satisfaction (CCS). This article considers these two ways of sharing a substantial amount of variance and tries to explain future intentions. |
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