Journal of Marketing Research · 1999 · 557 citations · 0 references
BusinessInformation SystemsManagement Information SystemsConsumer BehaviorCustomer Relationship ManagementServices MarketingConsumer NeedsConsumer SatisfactionCustomer Experience ManagementCustomer SatisfactionService DeliveryService QualityCustomer ExperienceCustomer Satisfaction VariablesService Use Patterns
Ruth N. Bolton, Katherine N. Lemon, A Dynamic Model of Customers' Usage of Services: Usage as an Antecedent and Consequence of Satisfaction, Journal of Marketing Research, Vol. 36, No. 2 (May, 1999), pp. 171-186