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Published in 2024 at "Public Management Review"
DOI: 10.1080/14719037.2024.2304130
Abstract: ABSTRACT We consider how current and past views of a service provider jointly shape satisfaction levels. In Study 1, we replicate a prior study of expectancy-disconfirmation by Van Ryzin, and in Study 2 we extend…
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Keywords:
satisfaction;
van ryzin;
expectancy disconfirmation;
citizen satisfaction ... See more keywords