Abstract
The authors investigate whether it is necessary to include disconfirmation as an intervening variable affecting satisfaction as is commonly argued, or whether the effect of disconfirmation is adequ...
Keywords
Customer satisfactionPsychologyVariable (mathematics)MarketingAdvertisingSocial psychologyBusinessMathematics
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Publication Info
- Year
- 1982
- Type
- article
- Volume
- 19
- Issue
- 4
- Pages
- 491-491
- Citations
- 2914
- Access
- Closed
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Cite This
Gilbert A. Churchill,
Carol Surprenant
(1982).
An Investigation into the Determinants of Customer Satisfaction.
Journal of Marketing Research
, 19
(4)
, 491-491.
https://doi.org/10.2307/3151722
Identifiers
- DOI
- 10.2307/3151722