An Investigation into the Determinants of Customer Satisfaction
Journal of Marketing ResearchPublished 1 November 1982
Gilbert A. Churchill, Carol Surprenant
Citations2,914
SJR quartileQ1
SJR score6.96
SNIP2.42
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Abstract
The authors investigate whether it is necessary to include disconfirmation as an intervening variable affecting satisfaction as is commonly argued, or whether the effect of disconfirmation is adequ...
Keywords
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