haku: @author Bolton, R. / yhteensä: 3
viite: 3 / 3
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| 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. |
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