Reality or perception? The effect of actual and perceived performance on satisfaction and behavioral intention

摘要: The extent to which actual (rather than perceived) performance influences customer satisfaction has received limited attention by researchers, yet it is important for managers understand the perceptions and behavioral intentions are associated with service performance. This study investigates links between perceived performance, standards, attributions, satisfaction, intention. results suggest that a significant predictor of separate from its indirect association via Customers' comparison standards also suggested affect both directly indirectly. Customer in contrast, do not appear influence judgments but significantly levels. experience shown be an interaction effect intentio...