search query: @author Johnson, L. / total: 6
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| Author: | Patterson, P. Johnson, L. Spreng, R. |
| Title: | Modeling the determinants of customer satisfaction for business-to-business professional services |
| Journal: | Journal of the Academy of Marketing Science
1997 : WINTER, VOL. 25:1, p. 4-17 |
| Index terms: | MARKETING CUSTOMERS RESEARCH |
| Language: | eng |
| Abstract: | This research empirically examines for the first time the determinants of customer satisfaction or dissatisfaction (CS/D) in the context of business professional services. The simultaneous effect of key CS/D constructs and several variables - fairness, purchase situation - and individual-level variables are examined in a casual path framework. Data were obtained from a two-stage longitudinal survey of client organizations. The results indicate substantial support for the hypothesized model. |
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