haku: @journal_id 58 / yhteensä: 815
viite: 184 / 815
Tekijä: | Johnson, M. Anderson, E. Fornell, C. |
Otsikko: | Rational and adaptive performance expectations in a customer satisfaction framework |
Lehti: | Journal of Consumer Research
1995 : MAR, VOL. 21:4, p. 695-707 |
Asiasana: | CONSUMERS RESEARCH CUSTOMERS |
Kieli: | eng |
Tiivistelmä: | This article develops and tests alternative models of market-level expectations, perceived product performance, and customer satisfaction. Market performance expectations are argued to be largely rational in nature yet adaptive to changing market conditions. Customer satisfaction is conceptualized as a cumulative construct that is affected by market expectations and performance perceptions in any given period and is affected by past satisfaction from period to period. |
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