Service satisfaction: An empirical analysis of consumer satisfaction in financial services

Service Industries Journal

Volumn 20, Issue 3, 2000, Pages 80-94

  Van Montfort, Kees ^a   Masurel, Enno ^a   Van Rijn, Ingrid ^b  

^a VU UNIVERSITY AMSTERDAM   (Netherlands)

^b ACNielsen   (New Zealand)

Author keywords

[No Author keywords available]

Indexed keywords

FINANCIAL SERVICES;

EID: 0033822326     PISSN: 02642069     EISSN: None     Source Type: Journal    
DOI: 10.1080/02642060000000033     Document Type: Article

References (21)

1. Selected determinants of consumer satisfaction and complaint reports
2. Encounter satisfaction versus overall satisfaction versus quality: The customer's voice
3. Linking customer satisfaction to service operations and outcomes
4. An investigation into the determinants of customer satisfaction
5. Recent attribution research in consumer behaviour: A review and new directions
6. A transaction cost approach to consumer dissatisfaction and complaint actions
7. A framework for comparing customer satisfaction across individuals and product categories
8. The structure and determinants of consumer complaint intentions and behaviour
9. A cognitive model of the antecedents and consequences of satisfaction decisions
10. Measurement and evaluation of satisfaction processes in retail settings
11. Cognitive, affective, and attribute bases of the satisfaction response
12. Response determinants in satisfaction judgements
13. The marketing of services: Managing the intangibles
14. Models of consumer satisfaction formation: An extension
15. Sources of consumer satisfaction with retail outlets
16. Modelling consumer satisfaction processes using experience-based norms
17. Communication and control processes in the delivery of service quality