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Models of satisfaction antecedents
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Orientador(es)
Resumo(s)
This article is an integrative review on satisfaction models. Its main purpose is to bring back the discussion on consumer satisfaction and loyalty - topics that are currently not receiving adequate attention by service management researchers. As a field grows, integrative review addresses the need to aggregate, critique and re-conceptualise the knowledge, as it continues to develop, this being particularly appropriate when contradictory evidence appears (Torraco, 2005). Nevertheless, this article summarises comments and integrates the most important models and theories concerning consumer satisfaction models, and adds suggestions for future research.
Descrição
Macieira, F., Oliveira, T., & Yanaze, M. (2020). Models of satisfaction antecedents: A brief review. An integrative literature review of the most discussed satisfaction models in marketing studies. International Journal of Services and Operations Management, 36(3), 348-359. https://doi.org/10.1504/IJSOM.2020.108118 ---%ABS1%
Palavras-chave
Integrative review Loyalty Quality dimensions Retail service quality RSQ Satisfaction antecedents Satisfaction models Service management Service quality Service quality model SERVQUAL Management Science and Operations Research Industrial and Manufacturing Engineering Management of Technology and Innovation SDG 9 - Industry, Innovation, and Infrastructure SDG 8 - Decent Work and Economic Growth