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Keywords: Expectations-disconfirmation theory
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Journal Articles
Journal of Service Theory and Practice (2015) 25 (6): 796–812.
Published: 09 November 2015
... hypotheses imply that employee disconfirmation indirectly affects DE through the simple mediating role of the employee’s AS; which is consistent with expectations-disconfirmation theory (Oliver, 1980). That is, negative disconfirmation (cause) during a service encounter elicits negative AS (mediator...
