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A Regret Theory Approach to Assessing Consumer Satisfaction

✍ Scribed by KIMBERLY TAYLOR


Book ID
110256866
Publisher
Springer US
Year
1997
Tongue
English
Weight
148 KB
Volume
8
Category
Article
ISSN
0923-0645

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## Abstract This study investigates the role that service attributes, customer subgoals, and goals play in forming the satisfaction judgment. Drawing on means‐ends chain theory, and on satisfaction research, satisfaction is conceptualized as the result of a process in which customers activate multi