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activation and valence affective reactions assumed attribute-specific cumulative satisfaction attribute-specific satisfaction ATTSAT Bitner bus/streetcar circumplex cognitive complaints consumer satisfaction critical incident technique descriptions different types disconfirmation dissatisfied distress driver Edvardsson elation emotional encounter satisfaction evaluate expectations experienced experiences f-tests factor frequency of critical frequency of negative Friman Furthermore Garling hypothesis incidents e.g. investigated Journal of Consumer Journal of Marketing Karlstad University latent variables Medium frequency memory NCIs related negative critical incidents neutral incidents Oliver overall and attribute-specific overall cumulative satisfaction overall satisfaction Parasuraman perceived service quality perceptual/cognitive performance positive critical incidents previous research PSQ attributes Psychology public transport services questionnaire ratings Recency Impact relationship reliability of service remembered frequency respondents Russell sample satisfaction with public scales service e.g. service encounters significant simplicity of information Statistics Sweden Structural equation modeling Sweden Table treatment by employee types of critical types of NCIs user satisfaction valence and activation Zeithaml