TY  - JOUR
AB  - The impact of the service experience on consumers' feelings, satisfaction and service brand attitudes are of vital importance to service marketers. In an attempt to understand how consumers evaluate service performances this study seeks to explore the dimensions of the service brand that influence consumers at time of service consumption. In addition, the study also examines post‐consumption evaluations. A study of 254 bank consumers revealed that the core service, employee service and servicescape make a significant contribution to the service consumption experience. Furthermore, the service experience was found to significantly effect feelings, satisfaction and brand attitudes.
VL  - 18
IS  - 6
SN  - 0887-6045
DO  - 10.1108/08876040410557230
UR  - https://doi.org/10.1108/08876040410557230
AU  - Grace Debra
AU  - O'Cass Aron
PY  - 2004
Y1  - 2004/01/01
TI  - Examining service experiences and post‐consumption evaluations
T2  - Journal of Services Marketing
PB  - Emerald Group Publishing Limited
SP  - 450
EP  - 461
Y2  - 2024/04/23
ER  -