Consumer Satisfaction with Services: Integrating the Environment Perspective in Services Marketing into the Traditional Disconfirmation Paradigm

[1]  C. Marlin Brown,et al.  Human-Computer Interface Design Guidelines , 1998 .

[2]  Jochen Wirtz,et al.  An experimental investigation of halo effects in satisfaction measures of service attributes , 1995 .

[3]  Eric J. Arnould,et al.  Consumers’ emotional responses to service encounters , 1995 .

[4]  R. Oliver.  Cognitive, affective, and attribute bases of the satisfaction response. , 1993 .

[5]  R. Oliver,et al.  Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and Satisfaction , 1993 .

[6]  Mary Jo Bitner,et al.  Servicescapes: The Impact of Physical Surroundings on Customers and Employees: , 1992 .

[7]  J. Hornik.  Effects of physical contact on customers' shopping time and behavior , 1992 .

[8]  E. Higgins,et al.  Handbook of motivation and cognition : foundations of social behavior , 1991 .

[9]  M. Hui,et al.  Perceived Control and the Effects of Crowding and Consumer Choice on the Service Experience , 1991 .

[10]  R. Oliver,et al.  The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction , 1991 .

[11]  J. Jaccard,et al.  Interaction effects in multiple regression , 1992 .

[12]  Mary Jo Bitner,et al.  Evaluating service encounters: The effects of physical surroundings and employee responses. , 1990 .

[13]  S. Breckler.  Applications of covariance structure modeling in psychology: cause for concern? , 1990, Psychological bulletin.

[14]  W. DeSarbo,et al.  Response Determinants in Satisfaction Judgments , 1988 .

[15]  A. Parasuraman,et al.  SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. , 1988 .

[16]  R. Bagozzi,et al.  On the evaluation of structural equation models , 1988 .

[17]  R. Westbrook.  Product/Consumption-Based Affective Responses and Postpurchase Processes , 1987 .

[18]  William J. Havlena,et al.  The Varieties of Consumption Experience: Comparing Two Typologies of Emotion in Consumer Behavior , 1986 .

[19]  R. E. Milliman,et al.  The Influence of Background Music on the Behavior of Restaurant Patrons , 1986 .

[20]  Susan T. Fiske,et al.  Category-based versus piecemeal-based affective responses: Developments in schema-triggered affect. , 1986 .

[21]  William J. Havlena.  The varieties of consumption experience , 1986 .

[22]  M. Hoffman,et al.  Affect, cognition, and motivation. , 1986 .

[23]  D. Watson,et al.  Toward a consensual structure of mood. , 1985, Psychological bulletin.

[24]  Craig A. Smith,et al.  Patterns of cognitive appraisal in emotion. , 1985, Journal of personality and social psychology.

[25]  B. Weiner,et al.  Spontaneous" causal thinking. , 1985 .

[26]  A. E. Crowley,et al.  The effects of color in store design. , 1983 .

[27]  Gilbert A. Churchill,et al.  An Investigation into the Determinants of Customer Satisfaction , 1982 .

[28]  Richard L. Moreland,et al.  Exposure effects in person perception: Familiarity, similarity, and attraction , 1982 .

[29]  R. E. Milliman,et al.  Using background music to affect the behavior of supermarket shoppers. , 1982 .

[30]  J. Rossiter,et al.  Store atmosphere: an environmental psychology approach , 1982 .

[31]  R. Oliver,et al.  Developing Better Measures of Consumer Satisfaction: Some Preliminary Results , 1981 .

[32]  J. Russell.  A circumplex model of affect. , 1980 .

[33]  R. Oliver.  A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions , 1980 .

[34]  J. Russell,et al.  A Description of the Affective Quality Attributed to Environments , 1980 .

[35]  S. Tomkins.  AFFECT AS AMPLIFICATION: SOME MODIFICATIONS IN THEORY , 1980 .

[36]  S. LaTour,et al.  Conceptual and Methodological Issues in Consumer Satisfaction Research , 1979 .

[37]  R. Heslin,et al.  Hands touching hands: affective and evaluative effects of an interpersonal touch. , 1976, Sociometry.