| Автор | Bahia, Kamilia |
| Автор | Paulin, Michèle |
| Автор | Perrien, Jean |
| Дата выпуска | 2000 |
| dc.description | ABSTRACTThe objective of this paper is to review the literature on client satisfaction and perceived quality of service in order: (1) to arrive at distinct definitions of both constructs, and, (2) to present a conciliatory model of the causal link between client satisfaction and perceived service quality. This will put an end to: (1) the confusion surrounding the conceptual definitions of satisfaction and perceived quality, and (2) contradictions in the conclusions about the causal link between these two constructs. |
| Формат | application.pdf |
| Издатель | Taylor & Francis Group |
| Копирайт | Copyright Taylor and Francis Group, LLC |
| Тема | Client satisfaction |
| Тема | perceived service quality |
| Тема | cognitive/ affective nature |
| Тема | expectations |
| Тема | relational vs. transactional dimension |
| Тема | causal link |
| Название | Reconciliating Literature About Client Satisfaction and Perceived Services Quality |
| Тип | research-article |
| DOI | 10.1300/J090v21n02_03 |
| Print ISSN | 0748-4623 |
| Журнал | Journal of Professional Services Marketing |
| Том | 21 |
| Первая страница | 27 |
| Последняя страница | 43 |
| Аффилиация | Bahia, Kamilia; University of Ottawa |
| Аффилиация | Paulin, Michèle; Concordia University |
| Аффилиация | Perrien, Jean; University of Quebec |
| Выпуск | 2 |
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