The role of competitive alternatives in the postchoice satisfaction formation process

Journal of the Academy of Marketing Science

Volumn 25, Issue 1, 1997, Pages 18-30

  Dröge, Cornelia ^a   Halstead, Diane ^b   Mackoy, Robert D ^c  

^a MICHIGAN STATE UNIVERSITY   (United States)

^b UNIVERSITY OF TENNESSEE AT CHATTANOOGA   (United States)

^c NONE

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0031538170     PISSN: 00920703     EISSN: None     Source Type: Journal    
DOI: 10.1007/BF02894506     Document Type: Article

References (4)

1. Anderson, Eugene W., Class Fornell, and Donald R. Lehmann. 1994. "Customer Satisfaction, Market Share, and Profitability: Findings From Sweden." Journal of Marketing 58 (July): 53-66.
2. _ and Mary W. Sullivan. 1990. "The Antecedents and Consequences of Customer Satisfaction for Firms." Marketing Science 12 (Spring): 125-143.
3. Barbeau, J. Bradley. 1985. "Predictive and Normative Expectations in Consumer Satisfaction: A Utilization of Adaption and Comparison Levels in a Unified Framework." In Consumer Satisfaction, Dissatisfaction, and Complaining Behavior Conference Proceedings. Ed. H. Keith Hunt. Bloomington, IN: Indiana University School of Business, 27-32.
4. Zeithaml, Valarie A., Leonard L. Berry, and A. Parasuraman. 1993. "The Nature and Determinants of Customer Expectations of Service." Journal of the Academy of Marketing Science 21 (Winter): 1-12.