TY  - JOUR
AB  - Presents a model of service encounter satisfaction offering
conceptual and pragmatic advantages over the dominant disconfirmation
paradigm. Expectations are compared with performance, at three separate
stages, which directly combine into one overall consumer service
encounter judgment. Offers service practitioners increased insight into
understanding consumers′ satisfaction processes.
VL  - 9
IS  - 1
SN  - 0887-6045
DO  - 10.1108/08876049510079844
UR  - https://doi.org/10.1108/08876049510079844
AU  - Walker James L.
PY  - 1995
Y1  - 1995/01/01
TI  - Service encounter satisfaction: conceptualized
T2  - Journal of Services Marketing
PB  - MCB UP Ltd
SP  - 5
EP  - 14
Y2  - 2024/04/26
ER  -