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Gilbert A. Churchill, Jr., Carol Surprenant, An Investigation into the Determinants of Customer Satisfaction, Journal of Marketing Research, Vol. 19, No. 4, Special Issue on Causal Modeling (Nov., 1982), pp. 491-504
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Churchill et al. (Mon,) studied this question.
synapsesocial.com/papers/6a00caf4e92f4a033c8552ec — DOI: https://doi.org/10.2307/3151722
Gilbert A. Churchill
University of Wisconsin System
Carol Surprenant
University of Rhode Island
Journal of Marketing Research
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