Book ChapterDOI
Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice
Mary Jo Bitner,Amy R. Hubbert +1 more
- pp 72-94
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The article was published on 1994-01-01. It has received 1083 citations till now. The article focuses on the topics: Service quality & Customer satisfaction.read more
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Journal ArticleDOI
Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach:
TL;DR: In this article, the authors find that the service quality construct conforms to the structure of a third-order factor model that ties service quality perceptions to distinct and actionable dimensions: outcome, interaction, and environmental quality.
Journal ArticleDOI
A model of customer satisfaction with service encounters involving failure and recovery
TL;DR: In this article, the authors develop a model of custom recovery efforts for service failures, based on the model of customer reaction to service failures in the context of an organization's recovery efforts.
Journal ArticleDOI
Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context:
TL;DR: In this paper, the authors extend prior research by developing a conceptual framework linking all of these constructs in a business-to-business (B2B) service setting, and they hypothesize that customer satisfaction mediates the relationship between customer value and customer loyalty, and customer satisfaction and loyalty have significant reciprocal effects on each other.
Journal ArticleDOI
Service loyalty: The effects of service quality and the mediating role of customer satisfaction
TL;DR: In this article, a mediational model that links service quality to service loyalty via customer satisfaction is proposed and a postal survey is undertaken among 1,000 retail banking customers, with a response rate of 20.5 percent.
Journal ArticleDOI
Customer satisfaction and loyalty in online and offline environments
TL;DR: In this paper, the authors propose a conceptual framework and develop hypotheses about the effects of the online medium on customer satisfaction and loyalty and on the relationships between satisfaction and loyalties.