To read the full version of this content please select one of the options below:

Assimilation processes in service satisfaction formation

Rik Pieters (Department of Business Administration, Tilburg University, The Netherlands)
Kitty Koelemeijer (Department of Business Administration, Tilburg University, The Netherlands)
Henk Roest (Department of Business Administration, Tilburg University, The Netherlands)

International Journal of Service Industry Management

ISSN: 0956-4233

Article publication date: 1 August 1995

Abstract

When assimilation processes occur, expectations have a direct impact on experiences, and experiences bias the memory for prior expectations. Reports the results of two studies which examine assimilation processes using path analysis. Formulates implications and recommendations for service management and for research.

Keywords

Citation

Pieters, R., Koelemeijer, K. and Roest, H. (1995), "Assimilation processes in service satisfaction formation", International Journal of Service Industry Management, Vol. 6 No. 3, pp. 17-33. https://doi.org/10.1108/09564239510147248

Publisher

:

MCB UP Ltd

Copyright © 1995, MCB UP Limited