Journal Article

Distinguishing Service Quality and Customer Satisfaction: The Voice of the Customer

Journal of Consumer Psychology
Author(s)

Dawn Iacobucci

Amy Ostrom

Kent Grayson

Date Published: 1995
Citations: Iacobucci, Dawn, Amy Ostrom, Kent Grayson. 1995. Distinguishing Service Quality and Customer Satisfaction: The Voice of the Customer. Journal of Consumer Psychology. (3)277-303.