Prenshaw, Penelope J.; Kovar, Stacy E.; Gladden Burke, … - In: Journal of Services Marketing 20 (2006) 7, pp. 439-452
Purpose – The purpose of this study is to examine the satisfaction formation process under conditions of varying involvement for new, nontraditional, credence‐based service offerings. Design/methodology/approach – Hypotheses were tested using an on‐line simulation of a service encounter,...