Terence A. Oliva - Researcher Profile

Publications

1 shown

A Catastrophe Model for Developing Service Satisfaction Strategies

Terence A. Oliva , Richard L. Oliver , Ian C. MacMillan

Customer satisfaction/dissatisfaction has become an important issue for marketing practitioners. The authors examine the issue in terms of customer service. In particular, pract...

1992 Journal of Marketing 721 citations

Frequent Co-Authors

Richard L. Oliver

Washington University in St. Louis

Ian C. MacMillan

University of Pennsylvania

Researcher Info

h-index: 1
Publications: 1
Citations: 721
Institution: Temple University

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Impact Metrics

h-index 1

h-index: Number of publications with at least h citations each.