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https://journals.sagepub.com/doi/abs/10.1177/002224378302000103
Feb 01, 1983 · Abstract. Data obtained from 375 members of a consumer panel in a two-phase study of consumer experiences with automobile repairs and services were used to examine the antecedents and consequences of consumer satisfaction. The results support previous findings that expectations and disconfirmation are plausible determinants of satisfaction,...Cited by: 1865
https://www.researchgate.net/profile/William_Bearden2/publication/243773398_Teel_Selected_Determinants_of_Consumer_Satisfaction_and_Complaint_Reports/links/55ca7be508aebc967dfbe4f6.pdf
DETERMINANTS OF CONSUMER SATISFACTION include redress-seeking efforts directed toward the seller and complaints to third-party consumer affairs institu- tions. The potential for other individual and situational fac- tors to influence complaining behavior should be ac- knowledged.
https://journals.sagepub.com/doi/10.1177/002224378201900410
Nov 01, 1982 · An Investigation into the Determinants of Customer Satisfaction Show all authors. Gilbert A. Churchill, Jr. ... “Testing the Significance of Consumer Complaints, ... Selected Determinants of Consumer Satisfaction and Complaint Reports Show details . An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery ...Cited by: 6119
https://www.researchgate.net/publication/243773398_Teel_Selected_Determinants_of_Consumer_Satisfaction_and_Complaint_Reports
The results support previous findings that expectations and disconfirmation are plausible determinants of satisfaction, and suggest that complaint activity may be included in satisfaction ...
https://www.scirp.org/(S(351jmbntvnsjt1aadkposzje))/reference/ReferencesPapers.aspx?ReferenceID=1471896
Bearden, W.O. and Teel, J.E. (1983) Selected Determinants of Consumer Satisfaction and Complaint Reports. Journal of Marketing Research, 20, 21-28.
http://www.acrwebsite.org/volumes/7500/volumes/v20/NA-20
The Determinants of Consumer Satisfaction: the Moderating Role of Ambiguity ABSTRACT - This study has investigated the moderating role of ambiguity in the process of consumer satisfaction formation.
https://www.researchgate.net/publication/235321323_Consumer_complaining_to_firms_The_determinants_of_channel_choice
Consumer complaining to firms: The determinants of channel choice. ... the determinants. of channel choice. ... consumer satisfaction and complaint reports”, Journal of.
http://eprints.utar.edu.my/1279/1/BF%2D2014%2D1100383.pdf
Determinants of Customer Satisfaction in Conventional Insurance Services: The Case of Malaysia. Page 6 of 131. Next, customer complaints behaviour is one of the most effective ways to collect information. Based on Wu (2013), the consumer complaint behaviour is an important key to maintain the customer loyalty in market.
http://facta.junis.ni.ac.rs/eao/eao201203/eao201203-03.pdf
Service Quality as Determinant of Customer Satisfaction 313 292). Creating customer satisfaction and loyalty in such conditions requires a company to develop confidence and affection, and treatment of customers as partners, not just as value users. The development and usage of customer competences, i.e. knowledge and
https://www.nofima.no/filearchive/Determinants%20of%20customer%20satisfaction%20with%20professional.......pdf
Determinants of customer satisfaction with professional services – a study of consultant services Anne-Mette Sonne1) Although models of service quality and customer satisfaction have been well researched within the consumer goods and services area, much less attention has been paid to high in-volvement business-to-business service satisfaction.
https://www.researchgate.net/publication/308181430_An_empirical_research_on_customer_satisfaction_study_a_consideration_of_different_levels_of_performance
An empirical research on customer satisfaction study: a consideration of different levels of performance. Customer satisfaction is the key factor for successful and depends highly on the behaviors of frontline service providers. Customers should be managed as assets, and that customers vary in their needs, preferences, and buying behavior.
https://www.researchgate.net/publication/237639134_Determinants_of_consumers'_satisfaction_and_acceptance_of_direct_selling
This study examines the determinants of customer choice of direct selling and satisfaction of the consumer. We obtained survey data for 378 Portuguese consumers and carried out a hierarchical ...
https://www.ncbi.nlm.nih.gov/pmc/articles/PMC3937906/
Oct 28, 2013 · Customers’ Complaints and its Determinants: The Case of a Training Educational Hospital in Iran ... conducting consumer satisfaction surveys, tracking the progress of the investigation and resolving the complaint, initiatives taken to address consumer complaints or feedback, comparing the complaints system against external standards, Learning ...Cited by: 2
https://www.deepdyve.com/lp/wiley/determinants-of-consumer-satisfaction-dissatisfaction-with-the-t2VHS3urk2
Selected determinants of consumer satisfaction and complaint reports Bearden, Bearden; Teel, Teel The relationship between overall dealer satisfaction, satisfaction with the attributes of dealer service, intended dealer loyalty and intended brand loyalty: ADutch automobile case
https://link.springer.com/article/10.1007/s40821-014-0002-0
Aug 06, 2014 · The research contributes to marketing theory by modifying and validating consumer satisfaction measurements and models in a cross-border context and to strategy formation for Hong Kong and Shenzhen and for Macao and Zhuhai to improve consumer satisfaction with the quality of services provided.Cited by: 4
https://journals.sagepub.com/doi/abs/10.1177/002224299606000302
Jul 01, 1996 · A Reexamination of the Determinants of Consumer Satisfaction Show all authors. Richard A. Spreng. ... J. Bradley (1985), “ Predictive and Normative Expectations in Consumer Satisfaction: ... “ Some Determinants of Consumer Satisfaction and Complaint Reports,” Journal of Marketing Research, 20 ...Cited by: 3132
http://www.eajournals.org/wp-content/uploads/Determinants-of-Customer-Satisfaction-and-Loyalty-in-the-Nigerian-Telecommunications-Industry.pdf
was also found that, apart from customer satisfaction, trust is a major determinant of customer loyalty in the telecoms market. On the bases of these findings, a number of recommendations for telecom operators and the Nigerian government were outlined. KEYWORDS: Marketing activities, customer satisfaction, loyalty, subscribers, operators,
https://www.coursehero.com/file/p7greg0/Bearden-WO-and-Teel-JE-1983-Selected-determinants-of-consumer-satisfaction-and/
Bearden WO and Teel JE 1983 Selected determinants of consumer satisfaction and from BUSINESS S 101 at University of Surrey ... J.E. (1983), “Selected determinants of consumer satisfaction and complaint reports”, Journal of Marketing Research, Vol. 20, February, pp ... Measures of profitability Management reports that division profit is composed
https://journals.sagepub.com/doi/10.1177/109467050023006
Feb 01, 2000 · This article examines the impact of competition and complaint handling procedures on the creation of outstanding complaint resolutions. Using a survey of consumer selfreports of delightful and disappointing complaint experiences, competition is found to have a direct but nonlinear relationship with delight in consumer complaint resolutions.Cited by: 270
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