Consumer satisfaction and perceived quality: Complementary or divergent constructs?

Gotlieb, Jerry B., Grewal, Dhruv, Brown, Stephen W.·1994·Journal of Applied Psychology
DOI 10.1037//0021-9010.79.6.875

Cited by (12)

  1. Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
    Cronin, J.Joseph, Brady, Michael K, Hult, G.Tomas M · 2000 · Journal of Retailing
  2. SERVICE WITH A SMILE: EMOTIONAL CONTAGION IN THE SERVICE ENCOUNTER.
    Pugh, S. D. · 2001 · Academy of Management Journal
  3. Transaction-specific satisfaction and overall satisfaction: An empirical analysis
    Jones, Michael A., Suh, Jaebeom · 2000 · Journal of Services Marketing
  4. Service with A Smile and Encounter Satisfaction: Emotional Contagion and Appraisal Mechanisms
    Barger, Patricia B., Grandey, Alicia A. · 2006 · Academy of Management Journal
  5. Mechanisms linking employee affective delivery and customer behavioral intentions.
    Tsai, Wei-Chi, Huang, Yin-Mei · 2002 · Journal of Applied Psychology
  6. Building, measuring, and profiting from customer loyalty
    Watson, George F., Beck, Joshua T., Henderson, Conor M., Palmatier, Robert W. · 2015 · Journal of the Academy of Marketing Science
  7. The mediating role of corporate image on customers’ retention decisions: an investigation in financial services
    Nguyen, Nha, LeBlanc, Gaston · 1998 · International Journal of Bank Marketing
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    Han, Elizabeth, Yin, Dezhi, Zhang, Han · 2023 · Information Systems Research
  9. Interactions and consequences of inertia and switching costs
    Lee, Richard, Neale, Larry · 2012 · Journal of Services Marketing
  10. Serving yourself: value self-creation in health care service
    Zainuddin, Nadia, Tam, Leona, McCosker, Angie · 2016 · Journal of Services Marketing
  11. The Impact of Islamic Banks’ Service Quality Perception on Jordanian Customers Loyalty
    Alshurideh, Dr. Muhammad Turki, Al-Hawary, Sulieman Ibraheem Shelash, Mohammad, Ayat Mohammad Esam, Al-Hawary, Anber Abraheem, Al Kurdi, Barween Hikmat · 2017 · Journal of Management Research
  12. Psychometric properties of the castilian spanish version of the client satisfaction questionnaire (CSQ-8)
    Vázquez, Fernando L., Torres, Ángela, Otero, Patricia, Blanco, Vanessa, Clifford Attkisson, C. · 2019 · Current Psychology

Data sources

Bibliographic data: Semantic Scholar, OpenAlex, Crossref.

Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.