The DOI matches its Crossref record; 3 of the 3 references it cites were found in a registry or an index.
A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes
Abstract
The authors develop a longitudinal model of the effect of a service change on customer attitudes about service quality. The model is estimated with data from a field experiment with three survey waves. Service changes are found to have a strong influence on customer evaluations of service quality through their effect on customer perceptions of current performance and disconfirmation. The effect of disconfirmation is larger and the effect of prior attitudes is smaller directly after the service change than in a subsequent time period.
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Citations
Cites
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Self-citationThe Evolution of Loyalty Intentions
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Determinants of service quality and continuance intention of online services: The case of eTax
Hu, P. J., Brown, S. A., Thong, J. Y. L., Chan, F. K. Y., & Tam, K. Y. (2009) · Journal of the American Society for Information Science and Technology · doi:10.1002/asi.20956 · Cited by 139
Omigie, N. O., Zo, H., Rho, J. J., & Ciganek, A. P. (2017) · Industrial Management & Data Systems · doi:10.1108/imds-06-2016-0228 · Cited by 85
Metadata
- Authors
- Bolton, R. N., & Drew, J. H.
- Venue
- Journal of Marketing
- Publisher
- SAGE Publications
- Published
- 1991-01
- Volume
- 55
- Issue
- 1
- Pages
- 1-9
- ISSN
- 0022-2429 (ISSN-L)
- 1547-7185
- OpenAlex
- W2316250154
- Cited by
- 1,422
- References
- 3
- FWCI
- 26.74
- Type
- journal article
- Language
- en
- Open access
- closed
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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.
