Keywords
NoveltyBusinessCustomer satisfactionAffect (linguistics)MarketingCausal modelContext (archaeology)Path analysis (statistics)Structural equation modelingEquity (law)PsychologySocial psychologyStatisticsMathematics
Affiliated Institutions
Related Publications
A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction
Many service organizations have embraced relationship marketing with its focus on maximizing customer lifetime value. Recently, there has been considerable controversy about whe...
A Gap Analysis of Professional Service Quality
Providers of professional services recently have awakened to consumer challenges, competition, and the realities of marketing. With these changes, a related and equally importan...
A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions
Relying on a Bayesian-like framework, the authors develop a behavioral process model of perceived service quality. Perceptions of the dimensions of service quality are viewed to...
Customer Switching Behavior in Service Industries: An Exploratory Study
Customer switching behavior damages market share and profitability of service firms yet has remained virtually unexplored in the marketing literature. The author reports results...
Publication Info
- Year
- 1996
- Type
- article
- Volume
- 25
- Issue
- 1
- Pages
- 4-17
- Citations
- 693
- Access
- Closed
External Links
Social Impact
Altmetric
PlumX Metrics
Social media, news, blog, policy document mentions
Citation Metrics
693
OpenAlex
Cite This
Paul G. Patterson,
Lester W. Johnson,
Richard A. Spreng
(1996).
Modeling the Determinants of Customer Satisfaction for Business-to-Business Professional Services.
Journal of the Academy of Marketing Science
, 25
(1)
, 4-17.
https://doi.org/10.1177/0092070397251002
Identifiers
- DOI
- 10.1177/0092070397251002