Customer satisfaction with services: putting perceived value into the equation

Gordon H.G. McDougall, Terrence J. Levesque

Journal of Services Marketing

Customer ExperienceCustomer SatisfactionCore Service QualityValue TheoryConsumer Research +15

The relationship between service quality and customer satisfaction – a factor specific approach

G.S. Sureshchandar, Chandrasekharan Rajendran, R. N. Anantharaman

Journal of Services Marketing

Total Quality ManagementCustomer SatisfactionFactor Specific ApproachService QualityService Research +10

The impact of switching costs on the customer satisfaction‐loyalty link: mobile phone service in France

Jonathan Lee, Janghyuk Lee, Lawrence Feick

Journal of Services Marketing

Customer SatisfactionConsumer UncertaintyDigital MarketingConsumer ResearchCustomer Satisfaction‐loyalty Link +15

The effect of the servicescape on customers’ behavioral intentions in leisure service settings

Kirk L. Wakefield, Jeffrey G. Blodgett

Journal of Services Marketing

Total Quality ManagementCustomer SatisfactionQuality Of LifeLeisure Service SettingsLeisure Study +16

Not always co‐creation: introducing interactional co‐destruction of value in service‐dominant logic

Loïc Plé, Rubén Chumpitaz

Journal of Services Marketing

Theoretical PossibilityFundamental TenetValue TheoryService SystemsManagement +14

The determinants of perceived service quality and its relationship with satisfaction

Haksik Lee, Yong‐Ki Lee, Dong-Keun Yoo

Journal of Services Marketing

Total Quality ManagementCustomer SatisfactionService QualityGap ModelService Research +11

Self‐service technology adoption: comparing three technologies

James M. Curran, Matthew L. Meuter

Journal of Services Marketing

Customer SatisfactionBanking IndustryInnovation AdoptionDigital MarketingConsumer Research +17

Why do customers switch? The dynamics of satisfaction versus loyalty

Banwari Mittal, Walfried M. Lassar

Journal of Services Marketing

Customer ExperienceCustomer SatisfactionConsumer ResearchSatisfaction Versus LoyaltyService Quality +14

Service recovery: Impact on satisfaction and intentions

Richard A. Spreng, Gilbert D. Harrell, Robert Mackoy

Journal of Services Marketing

Customer SatisfactionBehavioral SciencesService QualityService RecoveryService Research +10

The impact of communication effectiveness and service quality on relationship commitment in consumer, professional services

Neeru Sharma, Paul G. Patterson

Journal of Services Marketing

Customer SatisfactionConsumer ResearchCommunicationService QualityHospitality Marketing +16