A MULTISTAGE MODEL OF CUSTOMERS ASSESSMENTS OF SERVICE QUALITY AND VALUE

[1] ANDERSON NH, 1974, CONT DEV MATH PSYCHO, V2, P236

[2] Brunswik E., 1952, CONCEPTUAL FRAMEWORK

[3] AN EXPERIMENTAL-STUDY OF CUSTOMER EFFORT, EXPECTATION, AND SATISFACTION [J]. JOURNAL OF MARKETING RESEARCH, 1965, 2 (03) : 244 - 249

[4] AN INVESTIGATION INTO THE DETERMINANTS OF CUSTOMER SATISFACTION [J]. JOURNAL OF MARKETING RESEARCH, 1982, 19 (04) : 491 - 504

[5] HAUSER JR, 1988, HARVARD BUS REV, V66, P63

[6] Holbrook M.P., 1985, PERCEIVED QUALITY CO, P31

[7] Johnston J., 1972, ECONOMETRIC METHODS, V2nd edn

[8] A LONGITUDINAL ASSESSMENT OF CONSUMER SATISFACTION DISSATISFACTION - THE DYNAMIC ASPECT OF THE COGNITIVE PROCESS [J]. JOURNAL OF MARKETING RESEARCH, 1983, 20 (04) : 393 - 404

[9] Oliver R.L., 1989, J CONSUMER SATISFACT, V2, P1

[10] A COGNITIVE MODEL OF THE ANTECEDENTS AND CONSEQUENCES OF SATISFACTION DECISIONS [J]. JOURNAL OF MARKETING RESEARCH, 1980, 17 (04) : 460 - 469

[1] ANDERSON NH, 1974, CONT DEV MATH PSYCHO, V2, P236

[2] Brunswik E., 1952, CONCEPTUAL FRAMEWORK

[3] AN EXPERIMENTAL-STUDY OF CUSTOMER EFFORT, EXPECTATION, AND SATISFACTION [J]. JOURNAL OF MARKETING RESEARCH, 1965, 2 (03) : 244 - 249

[4] AN INVESTIGATION INTO THE DETERMINANTS OF CUSTOMER SATISFACTION [J]. JOURNAL OF MARKETING RESEARCH, 1982, 19 (04) : 491 - 504

[5] HAUSER JR, 1988, HARVARD BUS REV, V66, P63

[6] Holbrook M.P., 1985, PERCEIVED QUALITY CO, P31

[7] Johnston J., 1972, ECONOMETRIC METHODS, V2nd edn

[8] A LONGITUDINAL ASSESSMENT OF CONSUMER SATISFACTION DISSATISFACTION - THE DYNAMIC ASPECT OF THE COGNITIVE PROCESS [J]. JOURNAL OF MARKETING RESEARCH, 1983, 20 (04) : 393 - 404

[9] Oliver R.L., 1989, J CONSUMER SATISFACT, V2, P1

[10] A COGNITIVE MODEL OF THE ANTECEDENTS AND CONSEQUENCES OF SATISFACTION DECISIONS [J]. JOURNAL OF MARKETING RESEARCH, 1980, 17 (04) : 460 - 469