Conceptualization and measurement of consumer satisfaction and dissatisfaction : proceedings of Conference conducted by Marketing Science Institute

A Taxonomy of Consumer Satisfaction/Dissatisfaction Measures

Government and business have become more concerned with measuring market performance in terms of consumer satisfactions and dissatisfactions (CS/D). This article is concerned wi...

A Conceptual Model of Service Quality and Its Implications for Future Research

The attainment of quality in products and services has become a pivotal concern of the 1980s. While quality in tangible goods has been described and measured by marketers, quali...

Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived Product Performance

Four psychological theories are considered in determining the effects of disconfirmed expectations on perceived product performance and consumer satisfaction. Results reveal tha...

Theoretical and methodological issues in sociological studies of consumer satisfaction with medical care

Interorganizational Exchange Behavior in Marketing Channels: A Broadened Perspective

The scope of research on interorganizational exchange behavior in the marketing channels literature has been very limited, in part because of an incomplete conceptual framework....