When Do Customers Get What They Expect? Understanding the Ambivalent Effects of Customers’ Service Expectations on Satisfaction
نویسندگان
چکیده
منابع مشابه
Purchasing Over-the-counter medicines from Australian pharmacy: What do the pharmacy customers value and expect?
BACKGROUND Over-the-counter medicines (OTC) are widely available and can be purchased without a prescription. Their availability means that a customer may choose to purchase them without the involvement of a pharmacy/pharmacist. It is important to understand customer OTC purchasing perceptions and behaviour from a pharmacy to better understand the needs and opportunities in this space. OBJECT...
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ژورنال
عنوان ژورنال: Journal of Service Research
سال: 2016
ISSN: 1094-6705,1552-7379
DOI: 10.1177/1094670516662350