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Keywords: Under-over benefitting perceptions
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Journal Articles
Under-over benefitting perceptions and evaluation of services: Nonlinear relationships in a four-sample investigation
Available to PurchaseVicente Martínez-Tur, Yolanda Estreder, Carolina Moliner, Rosa María Sánchez-Hernández, José Mª Peiró
Journal of Service Theory and Practice (2016) 26 (4): 430–447.
Published: 11 July 2016
... (customers receive more than they invest) perceptions to customer service evaluations. The authors assess three competing hypotheses: maximization, fairness, and the asymmetric hypotheses. Design/methodology/approach – Linear and nonlinear relationships between under-over benefitting perceptions...
