When do customers get what they expect? Understanding the ambivalent effects of customers' service expectations on satisfaction
Johannes Habel, Sascha Alavi, Christian Schmitz, Janina-Vanessa Schneider, and Jan Wieseke
| Year of publication: |
November 2016
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|---|---|
| Authors: | Habel, Johannes ; Alavi, Sascha ; Schmitz, Christian ; Schneider, Janina-Vanessa ; Wieseke, Jan |
| Published in: |
Journal of service research : JSR. - Thousand Oaks, CA : SAGE Publications, ISSN 1094-6705, ZDB-ID 1490069-5. - Vol. 19.2016, 4, p. 361-379
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| Subject: | service expectations | customer satisfaction | information processing | ability to evaluate | motivation to evaluate | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Erwartungsbildung | Expectation formation | Kundenservice | Customer service |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/1094670516662350 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011606692