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Keywords: Customer satisfaction
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Journal Articles
Managing Service Quality: An International Journal (2001) 11 (6): 402–417.
Published: 01 December 2001
... and Prensky, 1996; Oliver, 1997). According to Mowen (1995), this expectancy disconfirmation approach helps explain consumer perceptions of service quality as well as consumer satisfaction judgements. © MCB UP Limited 2001 Service quality Internet Measurement Customer satisfaction...
Journal Articles
Managing Service Quality: An International Journal (2000) 10 (1): 32–46.
Published: 01 February 2000
.... Under the laws of Hong Kong, lawyers are not allowed to actively solicit new business through traditional marketing approaches such as advertising. Therefore, new clients are mainly generated by referrals from current customers. As a result, customer satisfaction is of paramount importance to the new...
