R. L. Oliver, “Cognitive Affective and Attribute Bases of the Satisfaction Response,” Journal of Consumer Research, Vol. 20, No. 3, 1993, pp. 418-430. doi:10.1086/209358
has been cited by the following article:
TITLE: Quality as Determinant Factor of Customer Satisfaction: Case Study of Zain-Kuwait
AUTHORS: Hasan A Abbas
KEYWORDS: Quality; Satisfaction; Structured Equation Modeling
JOURNAL NAME: iBusiness, Vol.5 No.3B, November 8, 2013
ABSTRACT: The potential of mobile communications market in Kuwait is enormous. Therefore, I test customer satisfaction in the Kuwaiti mobile market by examining the quality construct. In our study, quality is measured through the dimensions: interaction quality, environment quality, and outcome quality. Our results show that outcome quality is the most influential construct over satisfaction. Also, the results find that interaction quality is not significant and carries no important association with customer satisfaction.