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Merging service quality and service satisfaction. An empirical test of an integrative model


  • de Ruyter, Ko
  • Bloemer, Jose
  • Peeters, Pascal


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  • de Ruyter, Ko & Bloemer, Jose & Peeters, Pascal, 1997. "Merging service quality and service satisfaction. An empirical test of an integrative model," Journal of Economic Psychology, Elsevier, vol. 18(4), pages 387-406, June.
  • Handle: RePEc:eee:joepsy:v:18:y:1997:i:4:p:387-406

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    References listed on IDEAS

    1. Oliver, Richard L & Swan, John E, 1989. "Equity and Disconfirmation Perceptions as Influences on Merchant and Product Satisfaction," Journal of Consumer Research, Oxford University Press, vol. 16(3), pages 372-383, December.
    2. Oliver, Richard L & DeSarbo, Wayne S, 1988. "Response Determinants in Satisfaction Judgments," Journal of Consumer Research, Oxford University Press, vol. 14(4), pages 495-507, March.
    3. 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.
    4. Wayne DeSarbo & Richard Oliver & Arvind Rangaswamy, 1989. "A simulated annealing methodology for clusterwise linear regression," Psychometrika, Springer;The Psychometric Society, vol. 54(4), pages 707-736, September.
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    Cited by:

    1. C-H Lan & C-C Chen, 2007. "Optimal purchase of two-itemized drugs for a disease," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 58(3), pages 309-316, March.
    2. Panchapakesan, P., 2013. "Antecedents of customer loyalty in medical tourism," Working Papers Series 2 13-03, ISCTE-IUL, Business Research Unit (BRU-IUL).
    3. Ryan W. Buell & Dennis Campbell & Frances X. Frei, 2016. "How Do Customers Respond to Increased Service Quality Competition?," Manufacturing & Service Operations Management, INFORMS, vol. 18(4), pages 585-607, October.
    4. Birgelen, M. van & Ruyter, K. de & Jong, de A. & Wetzels, M., 2001. "Customer evaluations of after-sales service contact modes: An empirical analysis of national culture�s consequences," Working Papers 01.17, Eindhoven Center for Innovation Studies.
    5. Yonggui Wang & Hing-Po Lo & Yongheng Yang, 2004. "An Integrated Framework for Service Quality, Customer Value, Satisfaction: Evidence from China's Telecommunication Industry," Information Systems Frontiers, Springer, vol. 6(4), pages 325-340, December.
    6. Straus, Lennart & Robbert, Thomas & Roth, Stefan, 2016. "Customer participation in the customization of services: Effects on satisfaction and behavioral intentions," jbm - Journal of Business Market Management, Free University Berlin, Marketing Department, vol. 9(1), pages 498-517.
    7. Walczuch, R.M. & Hofmaier, K., 2000. "Measuring customer satisfaction on the Internet," Research Memorandum 051, Maastricht University, Maastricht Research School of Economics of Technology and Organization (METEOR).
    8. Odekerken-Schröder, G.J. & Bloemer, J.M.M., 2002. "Constraints and dedication as drivers for relationship commitment: an empirical study in a health-care context," Research Memorandum 056, Maastricht University, Maastricht Research School of Economics of Technology and Organization (METEOR).
    9. Hongwei He & Yan Li, 2011. "CSR and Service Brand: The Mediating Effect of Brand Identification and Moderating Effect of Service Quality," Journal of Business Ethics, Springer, vol. 100(4), pages 673-688, June.
    10. Naif Mutlaq Al Otaibi & Kausar Yasmeen, 2014. "An Overview of Customer Loyalty, Perceived Service Quality and Customer Satisfaction: Brief on Saudi Grocery Stores," Journal of Entrepreneurship and Business Innovation, Macrothink Institute, Journal of Entrepreneurship and Business Innovation, vol. 1(1), pages 79-122, June.
    11. Murray, Duncan & Howat, Gary, 2002. "The Relationships among Service Quality, Value, Satisfaction, and Future Intentions of Customers at an Australian Sports and Leisure Centre," Sport Management Review, Elsevier, vol. 5(1), pages 25-43, May.
    12. Brady, Michael K. & Robertson, Christopher J., 2001. "Searching for a consensus on the antecedent role of service quality and satisfaction: an exploratory cross-national study," Journal of Business Research, Elsevier, vol. 51(1), pages 53-60, January.
    13. Gaby Odekerken-Schröder & Bloemer Josée, 2002. "Constraints and Dedication as Drivers for Relationship Commitment: An Empirical Study in a Health-Care Context," Research Memorandum 078, Maastricht University, Maastricht Research School of Economics of Technology and Organization (METEOR).
    14. Obinna C. Ojiaku & Moses C. Olise & Nwankwo Philip Abuchi, 2015. "Customers¡¯ Expectation and Services Performance in Pension Fund Administration (PFA) in Southeast Nigeria," Business and Economic Research, Macrothink Institute, vol. 5(2), pages 191-206, December.
    15. Söderlund, Magnus & Sagfossen, Sofie, 2017. "The consumer experience: The impact of supplier effort and consumer effort on customer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 39(C), pages 219-229.
    16. Pablo Gutiérrez Rodríguez & José Vázquez Burguete & Roger Vaughan & Jonathan Edwards, 2009. "Quality dimensions in the public sector: municipal services and citizen’s perception," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 6(1), pages 75-90, June.
    17. Chien-Lei Chao & Yen-Lien Hsu & Hsing-Yun Chang & Hsueh-Ying Wu & Tzu-Yi Yang, 2011. "Emergent Needs Of Depression Care For Older Adults: Evidence From Taiwan," Global Journal of Business Research, The Institute for Business and Finance Research, vol. 5(4), pages 119-129.
    18. Walczuch R & Hofmaier K, 2000. "Measuring Customer Satisfaction on the Internet," Research Memorandum 019, Maastricht University, Maastricht Research School of Economics of Technology and Organization (METEOR).
    19. Yu-Min Wang & Hsin-Hui Lin & Wei-Chun Tai & Yi-Ling Fan, 2016. "Understanding multi-channel research shoppers: an analysis of Internet and physical channels," Information Systems and e-Business Management, Springer, vol. 14(2), pages 389-413, May.

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