Reference health
Customer satisfaction and customer behavior: The differential role of brand and category expectations
14/14 checkable references clean · checked 2026-09-03
Every reference with a DOI in the deposited reference list resolved to a known work in Crossref or DataCite at the dated check, and none carried a retraction, withdrawal, or removal notice.
11 without a DOI — not checked. A reference deposited without a DOI is never matched by title or guessed at; it stays outside the checked set, and this line discloses that.
The 14 checked references that resolve
resolves10.2307/3172510
A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions
resolves10.1177/002224376500200303
An Experimental Study of Customer Effort, Expectation, and Satisfaction
resolves10.1177/002224299205600103
A National Customer Satisfaction Barometer: The Swedish Experience
resolves10.1016/0167-4870(91)90016-M
A framework for comparing customer satisfaction across individuals and product categories
resolves10.1177/002224378001700405
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
resolves10.1111/j.1745-6606.1978.tb00636.x
Correlates of Satisfaction and Dissatisfaction With Clothing Performance
resolves10.1177/002224378302000308
Modeling Consumer Satisfaction Processes Using Experience-Based Norms
The 11 references without a DOI — listed, not checked
no DOI — not checkedBusiness International. (1990). Maximizing Customer Satisfaction: Meeting Demands of the New Global Marketplace. New York: Business International Corporation.
no DOI — not checkedDay, Ralph L. (1977). ?Toward a Process Model of Consumer Satisfaction?. In H. KeithHunt (Ed.), Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction. (pp. 153?183). Cambridge, MA: Marketing Science Institute.
no DOI — not checkedFarquhar, Peter H., and Anthony R. Pratkanis. (1987). ?Phantom Choices: The Effects of Unavailable Alternatives on Decision Making?. Working Paper, Graduate School of Industrial Administration, Carnegie-Mellon University.
no DOI — not checkedHelson, Harry. (1964). Adaptation Level Theory. New York: Harper & Row.
no DOI — not checkedHunt, H. Keith (1977). ?SC/D: Overview and Future Research Directions?. In H. KeithHunt (Ed.), Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction (pp. 455?488). Cambridge, MA: Marketing Science Institute.
no DOI — not checkedLaTour, Stephen A. and Nancy C.Peat (1979), ?Conceptual and Methodological Issues in Consumer Satisfaction Research?, in Advances in Consumer Research, v 6, ed. William L.Wilkie, Ann Arbor, MI: Association for Consumer Research, 431?437.
no DOI — not checkedLoro, Lara (1992), ?Customer Is Always Right, Satisfaction Research Booms?, Advertising Age, February 10, 25.
no DOI — not checkedMiller, John A. (1977), ?Studying Satisfaction, Modifying Models, Eliciting Expectations, Posing Problems, and Making Meaningful Measurements?, in Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction, ed. H. KeithHunt, Cambridge, MA: Marketing Science Institute, 72?91.
no DOI — not checkedParsuraman, A., Valarie A. Zeithaml and Leonard L. Barry (1984), ?A Conceptual Model of Service Quality and Its Implications for Future Research?, Marketing Science Institute Report No. 84-106, August, Cambridge, MA.
no DOI — not checkedParsuraman, A., Valarie A. Zeithaml and Leonard L. Barry (1986), ?SERVQUAL: A Multiple-Item Scale for Measuring Customer Perceptions of Service Quality?, Marketing Science Institute Report No. 86-108, August, Cambridge, MA.
no DOI — not checkedThibaut, John W. and Harold H.Kelly (1959), The Social Psychology of Groups. John Wiley, New York, NY.
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