Woodruff, R.B., E.R. Cadotte, and R.L. Jenkins (1983), "Modeling consumer satisfaction processes using experience-based norms," Journal of Marketing Research, 296-304. Yang, Z. and R.T. Peterson (2004), "Customer perceived value, satisfaction, and loyalty: The role of switching costs," Psychology & Marketing, 21 (10), 799-822. Yi, Y. (1990), "A critical review of consumer satisfaction," Review of marketing, 4, 68-123.
Woodruff, R.B., E.R. Cadotte, and R.L. Jenkins (1983), "Modeling consumer satisfaction processes using experience-based norms," Journal of Marketing Research, 296-304. Yang, Z. and R.T. Peterson (2004), "Customer perceived value, satisfaction, and loyalty: The role of switching costs," Psychology & Marketing, 21 (10), 799-822. Yi, Y. (1990), "A critical review of consumer satisfaction," Review of marketing, 4, 68-123.
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