Differentiation as a basis for explaining customer satisfaction across industries
Bibliographic Data
| ID | 11289484 |
|---|---|
| Authors | Claes Fornell (University of Michigan), Michael D Johnson (0000-0002-4120-3029, University of Michigan, corresponding author) |
| Year | 1993 |
| Volume | 14 |
| Issue | 4 |
| Pages | 681-696 |
| Publication date | 1993-12-01 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Journal of Economic Psychology (JOURNAL) |
| Journal identifiers | ISSN: 0167-4870 • E-ISSN: 1872-7719 |
| Publisher | Elsevier BV (PUBLISHER) |
| DOI | 10.1016/0167-4870(93)90016-e |
| OpenAlex | W2011230150 |
| Language | EN |
| Citations received | 8 |
| References cited | 17 |
Advertising · Barometer · Business · Customer delight · Customer Equity · Customer retention · Customer satisfaction · Geography · Service quality · Variance (accounting · Consumer Retail Behavior Studies · Customer Service Quality and Loyalty · Wine Industry and Tourism · Marketing
The American Customer Satisfaction Index
Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework
The role of social identification and hedonism in affecting tourist re-patronizing behaviours
Which consumer feedback metrics are the most valuable in driving consumer expenditure in the tourism industries? A view from macroeconomic perspective
Make a customer, not a sale
Expectations, perceived performance, and customer satisfaction for a complex service
Comparing customer satisfaction across industries and countries
The Hong Kong tourist satisfaction index
Micromotives and macrobehavior
Rational Expectations and the Theory of Price Movements
Effect of expectation and disconfirmation on postexposure product evaluations
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
A framework for comparing customer satisfaction across individuals and product categories
Economic news, expectations and macro-economic behaviour
Economic psychology
Interpersonal Comparisons of Well-Being
Industrial Organization and Consumer Satisfaction/Dissatisfaction
| Unique citing works | 8 |
|---|---|
| Citations per year | 0,26 |
| Citation span | 1995 - 2020 (26) |
| Citation velocity | historical |
| Highly cited | No |
| Citation types | Neutral: 8 |