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The service quality-satisfaction link revisited: exploring asymmetries and dynamics
2009
Journal of the Academy of Marketing Science
This study provides deeper insight in the link between service quality and customer satisfaction. The traditional assumption of a linear relationship is challenged by exploring asymmetries and dynamics. The simultaneous influence of service quality and customer experience on satisfaction is examined by means of nonlinear structural equation modeling. Results show that functional-utilitarian quality attributes (availability, efficiency, fulfillment, and privacy) lose their capability to delight
doi:10.1007/s11747-009-0152-2
fatcat:ae6qpu3ku5azhmiz7r2tkdtitm