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on customer satisfaction. 2) perceived heterogeneity of the customers, as a situation variable, lets the process of their satisfaction formation differ. 3) through these studies, the confirmation/disconfirmation paradigm are able to extend on public services. <요약>
본 연구는 고객만족에 있어서
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Product/ Consumption-Based Affective Responses and Postpurchase Processes," Journal of Mar- keting Research, Vol. 24 (August) 258-270.
Westbrook, Robert A. and Joseph A. Cote (1980), An Exploratory Study of Affective and Attitudinal Influences on Consumer Satisfaction," Advances in Consumer Re- sear
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