When do customers get what they expect? Understanding the ambivalent effects of customers’ service expectations on satisfaction

© 2016, © The Author(s) 2016. Extant research established that customers’ expectations play an ambivalent role in the satisfaction formation process: While higher expectations are more difficult to meet and thus cause dissatisfaction, they simultaneously increase satisfaction via customers’ perceive...

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Bibliographic Details
Main Authors: Johannes Habel, Sascha Alavi, Christian Schmitz, Janina-Vanessa Schneider, Jan Wieseke
Format: Default Article
Published: 2016
Subjects:
Online Access:https://hdl.handle.net/2134/33437
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