Consumer satisfaction is a central concept in modern marketing thought and practice.
Realization of its importance has led to a proliferation of research on the subject over the …

Service failures and recoveries have important implications for hospitality and tourism
businesses, not only due to general service characteristics of inseparability, heterogeneity …

Do dissatisfied customers engage in more or less word of mouth than satisfied customers?
There is theoretical and empirical support for both possibilities. To better understand this …

Data obtained from 375 members of a consumer panel in a two-phase study of consumer
experiences with automobile repairs and services were used to examine the antecedents …

Service recovery: Impact on satisfaction and intentions | Emerald Insight Books and journals
Case studies Expert Briefings Open Access Publish with us Advanced search Service recovery …

This article develops and tests alternative models of market-level expectations, perceived
product performance, and customer satisfaction. Market performance expectations are …

Research on consumer satisfaction with products has typically ignored influences other than
the confirmation of expectations relative to product outcomes. This paper examines the …

This study develops a tourist satisfaction assessment system based on a dual-model
framework and demonstrates its general applicability. The first model concerns tourist …

Among the areas which need to be addressed in service quality research is the nature of
consumer expectations across the range of intangibility. Previous research has compared …

A simple yet effective rating scale measure of satisfaction has been developed by
sociological researchers studying the perceived quality of life. The author examines the …