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


  • 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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    References listed on IDEAS

    1. van Raaij, W. Fred, 1981. "Economic psychology," Journal of Economic Psychology, Elsevier, vol. 1(1), pages 1-24, January.
    2. Johnson, Michael D & Anderson, Eugene W & Fornell, Claes, 1995. "Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework," Journal of Consumer Research, Oxford University Press, vol. 21(4), pages 695-707, March.
    3. van Raaij, W. Fred, 1989. "Economic news, expectations and macro-economic behaviour," Journal of Economic Psychology, Elsevier, vol. 10(4), pages 473-493.
    4. 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.
    5. 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, Oxford University Press, vol. 19(4), pages 655-662, March.
    6. 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.
    7. Nelson, Phillip, 1970. "Information and Consumer Behavior," Journal of Political Economy, University of Chicago Press, vol. 78(2), pages 311-329, March-Apr.
    8. Oliver, Richard L, 1993. "Cognitive, Affective, and Attribute BAses of the Satisfaction Response," Journal of Consumer Research, Oxford University Press, vol. 20(3), pages 418-430, December.
    9. 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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    Cited by:

    1. Deichmann, Uwe & Lall, Somik V., 2007. "Citizen Feedback and Delivery of Urban Services," World Development, Elsevier, vol. 35(4), pages 649-662, April.
    2. 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.
    3. 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.
    4. 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.
    5. 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.
    6. 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).
    7. 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.
    8. 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.
    9. 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.
    10. 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.

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