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Differentiation as a basis for explaining customer satisfaction across industries

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  • Fornell, Claes
  • Johnson, Michael D.

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  • Fornell, Claes & Johnson, Michael D., 1993. "Differentiation as a basis for explaining customer satisfaction across industries," Journal of Economic Psychology, Elsevier, vol. 14(4), pages 681-696, December.
    • Handle: RePEc:eee:joepsy:v:14:y:1993:i:4:p:681-696
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    Cited by:

    1. Pradeep Kautish & Arpita Khare & Rajesh Sharma, 2022. "Health insurance policy renewal: an exploration of reputation, performance, and affect to understand customer inertia," Journal of Marketing Analytics, Palgrave Macmillan, vol. 10(3), pages 261-278, September.
    2. Rajaguru, Rajesh, 2016. "Role of value for money and service quality on behavioural intention: A study of full service and low cost airlines," Journal of Air Transport Management, Elsevier, vol. 53(C), pages 114-122.
    3. Yeung, Matthew C.H. & Ramasamy, Bala & Chen, Junsong & Paliwoda, Stan, 2013. "Customer satisfaction and consumer expenditure in selected European countries," International Journal of Research in Marketing, Elsevier, vol. 30(4), pages 406-416.
    4. Henk-Jan van Mossel & Ad Straub, 2009. "The need for customizing maintenance services in social housing," Construction Management and Economics, Taylor & Francis Journals, vol. 27(2), pages 135-151.
    5. Agyeiwaah, Elizabeth & Adongo, Raymond & Dimache, Alexandru & Wondirad, Amare, 2016. "Make a customer, not a sale: Tourist satisfaction in Hong Kong," Tourism Management, Elsevier, vol. 57(C), pages 68-79.
    6. Johnson, Michael D. & Herrmann, Andreas & Gustafsson, Anders, 2002. "Comparing customer satisfaction across industries and countries," Journal of Economic Psychology, Elsevier, vol. 23(6), pages 749-769, December.
    7. Johnson, Michael D. & Nader, Georg & Fornell, Claes, 1996. "Expectations, perceived performance, and customer satisfaction for a complex service: The case of bank loans," Journal of Economic Psychology, Elsevier, vol. 17(2), pages 163-182, April.
    8. Grappi, Silvia & Montanari, Fabrizio, 2011. "The role of social identification and hedonism in affecting tourist re-patronizing behaviours: The case of an Italian festival," Tourism Management, Elsevier, vol. 32(5), pages 1128-1140.

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