Interaction of normative and predictive expectations in customer satisfaction and emotions
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DOI: 10.1057/s41270-020-00078-4
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- Youjae Yi & Suna La, 2003. "The Moderating Role of Confidence in Expectations and the Asymmetric Influence of Disconfirmation on Customer Satisfaction," The Service Industries Journal, Taylor & Francis Journals, vol. 23(5), pages 20-47, November.
- Grace, Debra & Weaven, Scott & Frazer, Lorelle & Giddings, Jeff, 2013. "Examining the Role of Franchisee Normative Expectations in Relationship Evaluation," Journal of Retailing, Elsevier, vol. 89(2), pages 219-230.
- Sparks, Beverley A. & McColl-Kennedy, Janet R., 2001. "Justice strategy options for increased customer satisfaction in a services recovery setting," Journal of Business Research, Elsevier, vol. 54(3), pages 209-218, December.
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- Wenting Cheng & Jierui Yang & Xiaoxuan Wu & Tengteng Zhang & Zhelin Yin, 2024. "A Quantitative Study on Factors Influencing User Satisfaction of Micro-Mobility in China in the Post-Sharing Era," Sustainability, MDPI, vol. 16(4), pages 1-23, February.
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Keywords
Predictive expectations; Normative expectations; Emotional valence; Arousal;All these keywords.
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