The shift of the relationship of customer participation and customer satisfaction in delayed benefit services
Author:
Affiliation:
1. University of Marketing and Distribution Sciences
Publisher
Japan Society of Marketing and DIstribution
Link
https://www.jstage.jst.go.jp/article/jsmd/21/1/21_13/_pdf
Reference36 articles.
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3. Bendall-Lyon, D., & Powers, T. L. (2004). The impact of structure and process attributes on satisfaction and behavioral intentions. Journal of Services Marketing, 18(2), 114–121.
4. Bitner, M. J. (1990). Evaluating service encounters: The effects of physical surroundings and employee responses. Journal of Marketing, 54(2), 69–82.
5. Buller, M. B., & Buller, D. B. (1987). Physicians’ communication style and patient satisfaction. Journal of Health and Social Behavior, 28, 375–388.
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