Prevo, O.

benefit satisfaction service model customer oliver service quality customer satisfaction quality consumer research journal emotion intention marketing effect purchase intention price marketing research customer satisfaction framework process relationship table study formation .13 .04 purchase product aggregated affective approach consumer research bolton information westbrook restaurant management measure -.04 fornell response variable performance service encounters reliability provider performance equation product feature performance number business .08 equation models relevance knowledge order literature .26 measurement example parasuraman netherland direction visit .48 variance experience dissatisfier future .66 framework satisfier benefit measure quality management finding hierarchy-of-effect hypothesis consumer reactions .20 consumer satisfaction figure