... can be contacted at: wentzel@time.rwth-aachen.de 06 03 2016 16 11 2016 13 02 2017 25 02 2017 © Emerald Publishing Limited 2017 Emerald Publishing Limited Licensed re-use rights only Decision making Qualitative research Service encounter Customer behaviour...

... not treated satisfaction as a relative construct. The result has been weak relationships between satisfaction and share of wallet in the literature, and challenges by managers as to whether satisfaction is a useful predictor of customer behavior and business outcomes. The purpose of this paper is to explore...

... outcomes for the individual. Thus, the definition includes incidents that have not occurred but are perceived as potentially threatening, as well as those that have occurred and are perceived as harmful (Taylor, 1991, p. 67). Service Service encounters Relationship marketing Customer behaviour...