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Keywords: Historical satisfaction
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Journal Articles
Journal:
The TQM Journal
The TQM Journal (2018) 30 (3): 197–216.
Published: 10 April 2018
...Tiziana Laureti; Michela Piccarozzi; Barbara Aquilani Purpose The purpose of this paper is to study the real role of historical satisfaction (HSat), i.e., satisfaction only deriving from past experiences, excluding the most recent, in B2C service contexts when services are experienced offline...
