An empirical examination of a model of perceived service quality and satisfaction von Spreng, Richard A., Mackoy, Robert D.

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A Bayesian Network Estimation of the Service-Profit Chain for Transport Service Satisfaction von Anderson, Ronald D., Mackoy, Robert D., Thompson, Vincent B., Harrell, Gilbert

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Service recovery: Impact on satisfaction and intentions von Spreng, Richard A, Harrell, Gilbert D, Mackoy, Robert D

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Effects of Temporal Focus on the Relationship Between Expectations and Evaluation von Mackoy, Robert D., Dröge, Cornelia, Halstead, Diane

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Postconsumption Competition: The Effects of Choice and Non-Choice Alternatives on Satisfaction Alternatives von Dröge, Cornelia, Mackoy, Robert D

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