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| == Diagram/schematic of theory == | | == Diagram/schematic of theory == |
| + | <gallery> |
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| + | </gallery>Churchill Jr, G. A., & Surprenant, C. (1982). An investigation into the determinants of customer satisfaction. ''Journal of marketing research'', 491-504. <ref name=":1">Churchill Jr, G. A., & Surprenant, C. (1982). An investigation into the determinants of customer satisfaction. ''Journal of marketing research'', 491-504.</ref> |
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| == Originating author(s) == | | == Originating author(s) == |
− | | + | Locke,Michalos, Oliver and Rice |
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| == Seminal articles == | | == Seminal articles == |
| + | Michalos, A. C. (1985). Multiple discrepancies theory (MDT). ''Social indicators research'', ''16''(4), 347-413.<ref>Michalos, A. C. (1985). Multiple discrepancies theory (MDT). ''Social indicators research'', ''16''(4), 347-413.</ref> |
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| + | Oliver, R. L. (1981). Measurement and evaluation of satisfaction processes in retail settings. ''Journal of retailing''.<ref>Oliver, R. L. (1981). Measurement and evaluation of satisfaction processes in retail settings. ''Journal of retailing''.</ref> |
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| + | Rice, R. W., McFarlin, D. B., & Bennett, D. E. (1989). Standards of comparison and job satisfaction. ''Journal of Applied Psychology'', ''74''(4), 591.<ref>Rice, R. W., McFarlin, D. B., & Bennett, D. E. (1989). Standards of comparison and job satisfaction. ''Journal of Applied Psychology'', ''74''(4), 591.</ref> |
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| + | Locke, E. A. (1969). What is job satisfaction?. ''Organizational behavior and human performance'', ''4''(4), 309-336.<ref>Locke, E. A. (1969). What is job satisfaction?. ''Organizational behavior and human performance'', ''4''(4), 309-336.</ref> |
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| + | Szymanski, D. M., & Henard, D. H. (2001). Customer satisfaction: A meta-analysis of the empirical evidence. ''Journal of the academy of marketing science'', ''29''(1), 16-35.<ref>Szymanski, D. M., & Henard, D. H. (2001). Customer satisfaction: A meta-analysis of the empirical evidence. ''Journal of the academy of marketing science'', ''29''(1), 16-35.</ref> |
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| + | Churchill Jr G, Surprenant C. An investigation into the determinants of customer satisfaction. Journal of Marketing Research. 1982;19(4):491–504<ref name=":1" /> |
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| == Originating area == | | == Originating area == |
− | | + | Management and Marketing |
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− | == Links from this theory to other theories == | + | == Links from this theory to other theory == |
− | | + | Expectation conformation theory |
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