Richard A. Spreng

TL;DR: Although the "disconfirmation of expectations" model continues to dominate research and managerial practice, several limitations indicate that it is not a complete picture of satisfaction formation as mentioned in this paper, which may indicate that the model is not the best model for satisfaction formation.

TL;DR: In this article, the authors examined the empirical distinction between perceived service quality and satisfaction and found that the two constructs are distinct and there is some support for the model, with several modifications.

TL;DR: The authors examined the relationship between four key post-purchase constructs: perceived performance, satisfaction, perceived value, and repurchase intentions, in a causal path framework in an empirical study of business-to-business professional services.

TL;DR: In this paper, the authors empirically examined for the first time the determinants of customer satisfaction or dissatisfaction in the context of business professional services, and the simultaneous effect of key CS/D constructs (expectations, performance, and disconfirmation) and several variables (fairness (equity), purchase situation (novelty, importance, and complexity), and individual-level variables (decision uncertainty and stakeholding) are examined in a causal path framework.

TL;DR: In this article, the relative importance of service recovery in determining overall satisfaction and behavioral intentions is examined, and suggestions for implementing a service recovery program and for encouraging dissatisfied customers to complain.