Frequency of negative critical incidents and satisfaction with public transport services. II
- 1 March 2001
- journal article
- Published by Elsevier BV in Journal of Retailing and Consumer Services
- Vol. 8 (2), 105-114
- https://doi.org/10.1016/s0969-6989(00)00004-7
Abstract
No abstract availableThis publication has 31 references indexed in Scilit:
- Extended Framework for Modeling Choice BehaviorMarketing Letters, 1999
- Perceived Service Quality Attributes in Public Transport: Inferences from Complaints and Negative Critical IncidentsJournal of Public Transportation, 1998
- (Dis)satisfaction with public services: the case of public transportationJournal of Services Marketing, 1995
- The Antecedents and Consequences of Customer Satisfaction for FirmsMarketing Science, 1993
- A Multistage Model of Customers' Assessments of Service Quality and ValueJournal of Consumer Research, 1991
- The Service Encounter: Diagnosing Favorable and Unfavorable IncidentsJournal of Marketing, 1990
- Expectations and Norms in Models of Consumer SatisfactionJournal of Marketing Research, 1987
- Memory as a function of attention, level of processing, and automatization.Journal of Experimental Psychology: Learning, Memory, and Cognition, 1984
- An Investigation into the Determinants of Customer SatisfactionJournal of Marketing Research, 1982
- The critical incident technique.Psychological Bulletin, 1954