haku: @indexterm CONSUMER EXPECTATIONS / yhteensä: 100
viite: 56 / 100
Tekijä: | Bolton, R. Drew, J. |
Otsikko: | A Multistage Model of Customers' Assessments of Service Quality and Value |
Lehti: | Journal of Consumer Research
1991 : MAR, VOL. 17, p.375-384 |
Asiasana: | TELEPHONE EQUIPMENT INDUSTRY CONSUMER EXPECTATIONS CONSUMER SATISFACTION |
Kieli: | eng |
Tiivistelmä: | A multistage model of customers' assessments of a continuously provided service, the telephone service is described. The results show that customers' assessments of quality and value are basically a function of disconfirmation arising from discrepancies between anticipated and perceived performance levels. |
SCIMA