Perceptions are relative: An examination of the relationship between relative satisfaction metrics and share of wallet

Journal of Service Management

Volumn 26, Issue 1, 2015, Pages 2-43

  Keiningham, Timothy Lee ^a   Cooil, Bruce ^b   Malthouse, Edward C ^c   Buoye, Alexander ^d   Aksoy, Lerzan ^d   De Keyser, Arne ^e   Larivière, Bart ^e  

^a Ipsos   (United States)

^b VANDERBILT UNIVERSITY   (United States)

^c NORTHWESTERN UNIVERSITY   (United States)

^d FORDHAM UNIVERSITY   (United States)

^e GHENT UNIVERSITY   (Belgium)

Author keywords

Consumer satisfaction; Customer behaviour

Indexed keywords

EID: 84924745337     PISSN: 17575818     EISSN: None     Source Type: Journal    
DOI: 10.1108/JOSM-12-2013-0345     Document Type: Article

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