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Expectations, perceived performance, and customer satisfaction for a complex service: The case of bank loans

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  • Johnson, Michael D.
  • Nader, Georg
  • Fornell, Claes

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  • Johnson, Michael D. & Nader, Georg & Fornell, Claes, 1996. "Expectations, perceived performance, and customer satisfaction for a complex service: The case of bank loans," Journal of Economic Psychology, Elsevier, vol. 17(2), pages 163-182, April.
    • Handle: RePEc:eee:joepsy:v:17:y:1996:i:2:p:163-182
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    1. Eugene W. Anderson & Mary W. Sullivan, 1993. "The Antecedents and Consequences of Customer Satisfaction for Firms," Marketing Science, INFORMS, vol. 12(2), pages 125-143.
    2. Nelson, Phillip, 1970. "Information and Consumer Behavior," Journal of Political Economy, University of Chicago Press, vol. 78(2), pages 311-329, March-Apr.
    3. Johnson, Michael D & Anderson, Eugene W & Fornell, Claes, 1995. "Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 21(4), pages 695-707, March.
    4. Johnson, Michael D. & Fornell, Claes, 1991. "A framework for comparing customer satisfaction across individuals and product categories," Journal of Economic Psychology, Elsevier, vol. 12(2), pages 267-286, June.
    5. James M. Carman & Eric Langeard, 1980. "Growth strategies for service firms," Strategic Management Journal, Wiley Blackwell, vol. 1(1), pages 7-22, January.
    6. Oliver, Richard L, 1993. "Cognitive, Affective, and Attribute BAses of the Satisfaction Response," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(3), pages 418-430, December.
    7. van Raaij, W. Fred, 1981. "Economic psychology," Journal of Economic Psychology, Elsevier, vol. 1(1), pages 1-24, January.
    8. van Raaij, W. Fred, 1989. "Economic news, expectations and macro-economic behaviour," Journal of Economic Psychology, Elsevier, vol. 10(4), pages 473-493.
    9. Peter, J Paul & Churchill, Gilbert A, Jr & Brown, Tom J, 1993. "Caution in the Use of Difference Scores in Consumer Research," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 19(4), pages 655-662, March.
    10. Fornell, Claes & Johnson, Michael D., 1993. "Differentiation as a basis for explaining customer satisfaction across industries," Journal of Economic Psychology, Elsevier, vol. 14(4), pages 681-696, December.
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    2. Deichmann, Uwe & Lall, Somik V., 2007. "Citizen Feedback and Delivery of Urban Services," World Development, Elsevier, vol. 35(4), pages 649-662, April.
    3. Andreas Herrmann & Frank Huber & Martin Wricke, 1999. "Die Herausbildung von Zufriedenheits-urteilen bei Alternativenbetrachtung," Schmalenbach Journal of Business Research, Springer, vol. 51(7), pages 677-692, July.
    4. Kåre Sandvik & Kjell Grønhaug, 2007. "How Well Does the Firm Know its Customers? The Moderating Effect of Market Orientation in the Hospitality Industry," Tourism Economics, , vol. 13(1), pages 5-23, March.
    5. Say-Wah Lee & Chuen-Wah Seow & Ke Xue, 2021. "Residents’ Sustainable City Evaluation, Satisfaction and Loyalty: Integrating Importance-Performance Analysis and Structural Equation Modelling," Sustainability, MDPI, vol. 13(12), pages 1-14, June.
    6. De Caigny, Arno & Coussement, Kristof & De Bock, Koen W., 2018. "A new hybrid classification algorithm for customer churn prediction based on logistic regression and decision trees," European Journal of Operational Research, Elsevier, vol. 269(2), pages 760-772.
    7. Iman Abdel Hamid Hasanin, 2020. "Investigating the Relationship Between Corporate Entrepreneurship and Customer Loyalty with Customer Satisfaction Mediating Role," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 10(4), pages 1-94, March.
    8. Pradeep Kumar Mohanty & N. Senthil Kumar, 2017. "Measuring farmer’s satisfaction and brand loyalty toward Indian fertilizer brands using DEA," Journal of Brand Management, Palgrave Macmillan, vol. 24(5), pages 467-488, October.
    9. Canon Tong & Anthony Wong & Steven Leung, 2013. "The Mediating Effects of Service Charge Transparency on the Relationship between Corporate Social Responsibility and Customer Behaviour in Hong Kong¡¯s Retail Banking Sector," Business and Economic Research, Macrothink Institute, vol. 3(1), pages 56-88, June.
    10. Kareem Abdul, Waheed & Gaur, Sanjaya S. & Peñaloza, Lisa N., 2012. "The determinants of customer trust in buyer–seller relationships: An empirical investigation in rural India," Australasian marketing journal, Elsevier, vol. 20(4), pages 303-313.
    11. Apanasevic, Tatjana & Markendahl, Jan & Arvidsson, Niklas, 2013. "An exploratory study of consumer attitudes towards mobile ticketing in Sweden," 24th European Regional ITS Conference, Florence 2013 88466, International Telecommunications Society (ITS).
    12. Natalia V. Koshel, 2018. "More than Supervision: Identifying Opportunistic Bank Behavior through Marketing Tools," European Research Studies Journal, European Research Studies Journal, vol. 0(Special 2), pages 144-157.
    13. ALTAF Mohsin & REHMAN Ahmad & ALI Ahmed, 2012. "Determinants Of Customer Switching Behavior In Banking Sector," Studies in Business and Economics, Lucian Blaga University of Sibiu, Faculty of Economic Sciences, vol. 7(2), pages 20-34, August.
    14. Arbore, Alessandro & Busacca, Bruno, 2009. "Customer satisfaction and dissatisfaction in retail banking: Exploring the asymmetric impact of attribute performances," Journal of Retailing and Consumer Services, Elsevier, vol. 16(4), pages 271-280.
    15. Blane D. Lewis & Daan Pattinasarany, 2009. "Determining Citizen Satisfaction with Local Public Education in Indonesia: The Significance of Actual Service Quality and Governance Conditions," Growth and Change, Wiley Blackwell, vol. 40(1), pages 85-115, March.
    16. Lecuyer, Charlotte & Capelli, Sonia & Sabadie, William, 2021. "Consumers’ implicit attitudes toward corporate social responsibility and corporate abilities: Examining the influence of bank governance using the implicit association test," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).

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