Service Business · 2021 · 40 citations · 63 references
BusinessMarketingMarketing ManagementConsumer BehaviorMarketing StrategyStrategic MarketingConsumer NeedsConsumer SatisfactionCustomer Experience ManagementCustomer SatisfactionNovelty SeekingCoffee Consumption BehaviorConsumption ExperienceConsumption SatisfactionCustomer Satisfaction ImpactsCustomer Satisfaction VariablesExperiential ConsumptionIntention-behavior RelationshipSatisfaction
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The Behavioral Consequences of Service Quality
Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman · Journal of Marketing · 1996 · 8.7K citations