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Consumer Satisfaction with Services: Integrating the Environment Perspective in Services Marketing into the Traditional Disconfirmation Paradigm

Citations

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Cited by:

  1. Fabio Vinicius de Macedo Bergamo & Antônio Carlos Giuliani & Lesley Carina do Lago Attadia Galli, 2011. "Students’ loyalty and retention pattern for higher education institutions: a theoretical study based on the relationship marketing," Brazilian Business Review, Fucape Business School, vol. 8(2), pages 42-65, April.
  2. Lunardo, Renaud & Roux, Dominique & Chaney, Damien, 2016. "The evoking power of servicescapes: Consumers' inferences of manipulative intent following service environment-driven evocations," Journal of Business Research, Elsevier, vol. 69(12), pages 6097-6105.
  3. Demoulin, Nathalie & Willems, Kim, 2019. "Servicescape irritants and customer satisfaction: The moderating role of shopping motives and involvement," Journal of Business Research, Elsevier, vol. 104(C), pages 295-306.
  4. Kumar, Sushant & Jain, Aarushi & Hsieh, Jung-Kuei, 2021. "Impact of apps aesthetics on revisit intentions of food delivery apps: The mediating role of pleasure and arousal," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
  5. Matos Cámara Rafael Fabricio & San Martín Gutiérrez Sonia, 2012. "Análisis sobre la reputación de marca, las emociones y la confianza como formadoras de la satisfacción del turista," Contaduría y Administración, Accounting and Management, vol. 57(4), pages 253-286, octubre-d.
  6. Wu, Cedric Hsi-Jui & Liang, Rong-Da, 2011. "The relationship between white-water rafting experience formation and customer reaction: a flow theory perspective," Tourism Management, Elsevier, vol. 32(2), pages 317-325.
  7. Hayan Park & Muhammad Firdaus Samijadi, 2021. "Citizens Perception of E-Government in Korea: Importance-Performance Analysis on Users Satisfaction and Behavioral Intention," Journal of Public Administration and Governance, Macrothink Institute, vol. 11(2), pages 357381-3573, December.
  8. Ana B. Casado & Francisco J. Mas & Hans Kasper, 2006. "Explaining Satisfaction In Double Deviation Scenarios: The Effects Of Anger And Distributive Justice," Working Papers. Serie EC 2006-09, Instituto Valenciano de Investigaciones Económicas, S.A. (Ivie).
  9. María Rojas & María Camarero, 2006. "Experience and satisfaction of visitors to museums and cultural exhibitions," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 3(1), pages 49-65, June.
  10. Eziyi O. Ibem & Pearl A. Opoko & Egidario B. Aduwo, 2017. "Satisfaction with Neighbourhood Environments in Public Housing: Evidence from Ogun State, Nigeria," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 130(2), pages 733-757, January.
  11. Mason, Michela C. & Paggiaro, Adriano, 2012. "Investigating the role of festivalscape in culinary tourism: The case of food and wine events," Tourism Management, Elsevier, vol. 33(6), pages 1329-1336.
  12. Hermawan Asep & Yusran Husna Leila & Nugrahanti Asri, 2018. "Exploring the Antecedents and Consequents of Student Experience in Higher Education Settings," Journal of Intercultural Management, Sciendo, vol. 10(1), pages 63-82, March.
  13. Hsu, Chia-Lin & Chen, Mu-Chen, 2021. "Advocating recycling and encouraging environmentally friendly habits through gamification: An empirical investigation," Technology in Society, Elsevier, vol. 66(C).
  14. Vieira, Valter Afonso, 2013. "Stimuli–organism-response framework: A meta-analytic review in the store environment," Journal of Business Research, Elsevier, vol. 66(9), pages 1420-1426.
  15. Lin, Hongxia & Zhang, Meng & Gursoy, Dogan & Fu, Xiaorong, 2019. "Impact of tourist-to-tourist interaction on tourism experience: The mediating role of cohesion and intimacy," Annals of Tourism Research, Elsevier, vol. 76(C), pages 153-167.
  16. Ganglmair-Wooliscroft, Alexandra & Wooliscroft, Ben, 2013. "A cross-cultural application of the Affective Response to Consumption scale: Investigating US-American and Austrian passengers on long-haul flights," Journal of Business Research, Elsevier, vol. 66(6), pages 765-770.
  17. Ladhari, Riadh, 2007. "The movie experience: A revised approach to determinants of satisfaction," Journal of Business Research, Elsevier, vol. 60(5), pages 454-462, May.
  18. Guillermo Morán-Gámez & Antonio Fernández-Martínez & Román Nuviala & Alberto Nuviala, 2024. "Influence of green practices on user loyalty in sport clubs," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-11, December.
  19. Heetae Cho & Zi’En Wong & Weisheng Chiu, 2020. "The Effect of Volunteer Management on Intention to Continue Volunteering: A Mediating Role of Job Satisfaction of Volunteers," SAGE Open, , vol. 10(2), pages 21582440209, May.
  20. Berta Tubillejas-Andrés & Amparo Cervera-Taulet & Haydee Calderón García, 2019. "Feeling emotions in the public performing arts sector: does gender affect?," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 16(1), pages 1-22, March.
  21. Su, Lujun & Hsu, Maxwell K. & Boostrom, Robert E., 2020. "From recreation to responsibility: Increasing environmentally responsible behavior in tourism," Journal of Business Research, Elsevier, vol. 109(C), pages 557-573.
  22. Yin, Cheng-Yue & Poon, Patrick & Su, Jing-Lei, 2017. "Yesterday once more? Autobiographical memory evocation effects on tourists' post-travel purchase intentions toward destination products," Tourism Management, Elsevier, vol. 61(C), pages 263-274.
  23. Paris, Cody Morris & Nyaupane, Gyan P. & Teye, Victor, 2014. "Expectations, outcomes and attitude change of study abroad students," Annals of Tourism Research, Elsevier, vol. 48(C), pages 275-277.
  24. Söderlund, Magnus, 2017. "Employee display of burnout in the service encounter and its impact on customer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 37(C), pages 168-176.
  25. Malkanthi, S. H. Pushpa & Routray, Jayant K, 2012. "Visitor satisfaction in agritourism and its implications for agritourism farmers in Sri Lanka," International Journal of Agricultural Management, Institute of Agricultural Management, vol. 2(1), pages 1-14, October.
  26. Barnes, Stuart J. & Vidgen, Richard T., 2014. "Technology socialness and Web site satisfaction," Technological Forecasting and Social Change, Elsevier, vol. 89(C), pages 12-25.
  27. Wong, IpKin Anthony & Dioko, Leonardo (Don) A.N., 2013. "Understanding the mediated moderating role of customer expectations in the customer satisfaction model: The case of casinos," Tourism Management, Elsevier, vol. 36(C), pages 188-199.
  28. Jin Ho Jung & Jay Jaewon Yoo, 2017. "Customer-to-customer interactions on customer citizenship behavior," Service Business, Springer;Pan-Pacific Business Association, vol. 11(1), pages 117-139, March.
  29. Afonso Vieira, Valter & Vaz Torres, Claudio, 2014. "The effect of motivational orientation over arousal-shopping response relationship," Journal of Retailing and Consumer Services, Elsevier, vol. 21(2), pages 158-167.
  30. Shirai, Miyuri, 2009. "Investigation of emotional responses to an unexpected price," Australasian marketing journal, Elsevier, vol. 17(1), pages 2-8.
  31. Yuan-shuh Lii, 2009. "A model of customer e-loyalty in the online banking," Economics Bulletin, AccessEcon, vol. 29(2), pages 891-902.
  32. Jihyeon Oh & Dae Hee Kim & Daehwan Kim, 2022. "Exploring Experiential Patterns Depending on Time Lapses in Virtual Reality Spectatorship (VRS): The Role of Interruption in Reducing Satiation," Sustainability, MDPI, vol. 14(24), pages 1-14, December.
  33. Gounaris, Spiros & Koritos, Christos & Vassilikopoulou, Katerina, 2010. "Person-place congruency in the Internet Banking context," Journal of Business Research, Elsevier, vol. 63(9-10), pages 943-949, September.
  34. Evelina Bazini, 2021. "Factors Determine Marketing Research Utilization Within Insurance Companies in Albania," European Journal of Economics and Business Studies Articles, Revistia Research and Publishing, vol. 2, January -.
  35. Anita Ciunova-Shuleska & Nikolina Palamidovska-Sterjadovska, 2019. "Model of satisfaction involving affect and personality traits," Eurasian Business Review, Springer;Eurasia Business and Economics Society, vol. 9(4), pages 485-500, December.
  36. Di Kuang & Xiao-Fei Li & Wen-Wen Bi, 2021. "How to Effectively Design Referral Rewards to Increase the Referral Likelihood for Green Products," Sustainability, MDPI, vol. 13(13), pages 1-16, June.
  37. Caruelle, Delphine & Shams, Poja & Gustafsson, Anders & Lervik-Olsen, Line, 2024. "Emotional arousal in customer experience: A dynamic view," Journal of Business Research, Elsevier, vol. 170(C).
  38. Aragonés-Jericó, Cristina & Küster-Boluda, Inés & Vila-López, Natalia, 2023. "Emociones y valor: sus efectos en la satisfacción, lealtad y respuesta al patrocinio deportivo [Emotions and value: its effects on satisfaction, loyalty and response to sports sponsorship]," Revista de Métodos Cuantitativos para la Economía y la Empresa = Journal of Quantitative Methods for Economics and Business Administration, Universidad Pablo de Olavide, Department of Quantitative Methods for Economics and Business Administration, vol. 35(1), pages 80-99, June.
  39. Philipp Brüggemann & Nina Lehmann-Zschunke, 2023. "How to reduce termination on freemium platforms—literature review and empirical analysis," Journal of Marketing Analytics, Palgrave Macmillan, vol. 11(4), pages 707-721, December.
  40. Gounaris, Spiros & Almoraish, Ahmed, 2024. "A dynamic, relational approach to B2B customer experience: A customer-centric perspective from a longitudinal investigation," Journal of Business Research, Elsevier, vol. 177(C).
  41. Christo A Bisschoff & Heinrich C Barnard, 2019. "A Model to Measure the Service Quality of Pharmaceutical Wholesalers," Journal of Economics and Behavioral Studies, AMH International, vol. 11(3), pages 23-38.
  42. Alev Kocak Alan & Inci Dursun & Ebru Tumer Kabadayi & Kenan Aydin & Fikret Anlagan, 2016. "What Influences the Repurchase Intention for Luxury Brands?-The Relative Impacts of Luxury Value Dimensions," International Business Research, Canadian Center of Science and Education, vol. 9(5), pages 11-24, May.
  43. Martinez Caro, Laura & Martinez Garcia, Jose Antonio, 2007. "Cognitive-affective model of consumer satisfaction. An exploratory study within the framework of a sporting event," Journal of Business Research, Elsevier, vol. 60(2), pages 108-114, February.
  44. Lydie Bonnefoy-Claudet & Nabil Ghantous, 2013. "Emotions' Impact on Tourists' Satisfaction with Ski Resorts. The Mediating Role of Perceived Value," Post-Print hal-00946206, HAL.
  45. Kisang Ryu & Hyun Jeong Kim & Hwangyu Lee & Bongheon Kwon, 2021. "Relative Effects of Physical Environment and Employee Performance on Customers’ Emotions, Satisfaction, and Behavioral Intentions in Upscale Restaurants," Sustainability, MDPI, vol. 13(17), pages 1-13, August.
  46. Young Sally K. Kim, 2010. "Consumer Penalty Evaluation: Differences Between Cooperative And Rebellious Customers," International Journal of Management and Marketing Research, The Institute for Business and Finance Research, vol. 3(1), pages 19-36.
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