InService Quality: New Directions in Theory and Practice. Eds. R. T. Rust and R. L. Oliver. London: Sage, 79–94. Google Scholar — and Katherine N. Lemon. 1999. “A Dynamic Model of Customers' Usage of Services: Usage as an Antecedent and Consequence of Satisfaction.”Journal of ...
Loyalty theory applied to algorithmic news recommendation service Loyalty refers to users’ desire to maintain a continuous relationship with a particular service, brand, or organization (Lu et al. 2019; Oliver, 1980). Because loyal customers are more likely to devote themselves to the brand and ...
In Service quality: New directions in theory and practice , Edited by: Rust, R. T. and Oliver, R. L. 241–268. Thousand Oaks, CA: Sage Publications.Noone, B. M., & Mattila, A. S. (2009). Restaurant crowding and perceptions of service quality: The role of consumption goals and ...
In: Rust Roland T, Oliver Richard L, editors. Service quality: new directions in theory and practice. Thousand Oaks, CA: Sage Publications; 1994. p... Holbrook 被引量: 0发表: 0年 Bisexuality: The psychology and politics of an invisible minority Bisexuality" presents a state-of-the art...
Pariseau, S. E. and McDaniel, V. (1997), ‘Assessing service quality in schools of business,’ International Journal of Quality and Reliability Management, 14 (3), 204—218.Publisher–Google Scholar Rust, T. R. & Oliver, R. L. (1994). Service quality: New directions in theory and ...
R.L. Oliver A cognitive model of the antecedents and consequences of satisfaction decisions Journal of Marketing Research, 17 (4) (1980), pp. 460-469 Google Scholar Parasuraman, 2000 A. Parasuraman Technology readiness index (Tri):A multiple-item scale to measure readiness to embrace new techno...
Service quality: insights and managerial implications from the frontier. quality: new direc-tions in theory and practice A set of foundation issues that support employee work and service quality is conceptualized as a necessary but not sufficient cause of a climate for servic... RL Oliver 被引量...
Bearden, William O. and Richard L. Oliver. 1985. “The Role of Public and Private Complaining in Satisfaction With Problem Resolution.”Journal of Consumer Affairs19 (2): 222–240. ArticleGoogle Scholar Berry, Leonard L. and A. Parasuraman. 1991.Marketing Services: Competing Through Quality. ...
predictors (satisfaction, perceived value, and service quality). Customer satisfaction (CS) and customer loyalty (CL) CS is defined by some academics as being a “cognitive-based approach to customers’ evaluations of products and services” (Mano & Oliver,1993). CL is a performance assessment ...
L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460–469. Article Google Scholar Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. New York: The McGraw-Hill Companies, Inc. ...