1Richard N CaStro. An experimental study of customer effort, expectation, and satisfaction,JMR. Journal of Marketing Research(pre- 1986); Aug 1965, pg.244 被引量：1
2Richard W Olshavsky; John A Miller. Consumer expectations, product permanence, and perceived product quality, JMR, Journal of Marketing Research(pre-1986);Feb 1972; pg.19 被引量：1
3Rolph E Anderson. Consumer dissatisfaction: The effect of disconfirmed expectancy on perceived , JMR. Journal of Marketing Research (pre - 1986) Feb 1973 p8 38 被引量：1
4Richard L Oliver. A cognitive model cf the antecedents and consequences of satisfaction decisions, JMR, Journal Marketing Research (pre- 1986); Nov 1980; pg.460 被引量：1
5Swan, John E., Trawick, I. Frederick. Disconfirmation of Expectations and Satisfaction with a Retail Service, Journal of Retailing. Greenwich: Fall 1981. 被引量：1
6GilbertA Churchill, Carol Surprenant. An investigation into the determinants of customer satisfaction. JMR, Journal of Marketing Research (pre - 1986) ; Nov 1982. 被引量：1
7Priscilla A LaBarbera, David Mazursky. A Longitudinal Asseasment of Consumer Satisfation/Dissatisfaction: The Dynamic Aspect of the Cognitive Process. JMR, Journal of Marketing Research (pre - 1986). Chica- go: Nov 1983. 被引量：1
8Oliver, Richard L. ; Swan, John E. Postpurchase Communications By Consumers,Journal d Retailing. Greenwich: Winter 1989. 被引量：1
9Pratibha A Dabholkar, C David Shepherd, Dayle I Thorpe: A comprehensive framewozk for service quality: An investigation of critical conceptual and measurement issues through a longitudinal study Journal of Retailing. Greenwich: Summer 1991. 被引量：1
10William O Bearden, Jesse E Teel. :Selected determinants of consumer satisfaction and complaint reports JMR, Journal of Marketing Research (pre- 1986). Chicago: Feb 1983. 被引量：1
