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Merging service quality and service satisfaction. An empirical test of an integrative model

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  • de Ruyter, Ko
  • Bloemer, Jose
  • Peeters, Pascal

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  • de Ruyter, Ko & Bloemer, Jose & Peeters, Pascal, 1997. "Merging service quality and service satisfaction. An empirical test of an integrative model," Journal of Economic Psychology, Elsevier, vol. 18(4), pages 387-406, June.
    • Handle: RePEc:eee:joepsy:v:18:y:1997:i:4:p:387-406
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    1. Oliver, Richard L & Swan, John E, 1989. "Equity and Disconfirmation Perceptions as Influences on Merchant and Product Satisfaction," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 16(3), pages 372-383, December.
    2. Oliver, Richard L & DeSarbo, Wayne S, 1988. "Response Determinants in Satisfaction Judgments," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 14(4), pages 495-507, March.
    3. Johnson, Michael D. & Fornell, Claes, 1991. "A framework for comparing customer satisfaction across individuals and product categories," Journal of Economic Psychology, Elsevier, vol. 12(2), pages 267-286, June.
    4. Wayne DeSarbo & Richard Oliver & Arvind Rangaswamy, 1989. "A simulated annealing methodology for clusterwise linear regression," Psychometrika, Springer;The Psychometric Society, vol. 54(4), pages 707-736, September.
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