Assimilation processes in service satisfaction formation
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