Purpose – This paper aims to examine competing models of the directionality of influences between customer satisfaction, affective commitment, and the customer's perceptions of risk associated with a service organization. It also aims to include the effects of a customer's prior experience...

Purpose Scholars have conceptualized and measured customer satisfaction in several different ways such as overall satisfaction and relative satisfaction. This paper aims to study if how one conceptualizes customer satisfaction matters. The authors study if key attributes of customer satisfaction...

Using a national random telephone survey of 542 shoppers, examines the relationship between service quality, customer satisfaction, and store loyalty within the retail department store context. Tests two complementary models that examine this interrelationship. Empirically examines the relative...

Scholars have conceptualized and measured customer satisfaction in several different ways such as overall satisfaction and relative satisfaction. This paper studies if how one conceptualizes customer satisfaction matters. Authors study if key attributes of customer satisfaction differ in their...