A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes

Authors:

RBRuth N. Bolton
Ruth N. Bolton
JDJames H. Drew
James H. Drew

1 January 1991

journal article
Published by SAGE Publications in Journal of Marketing

Vol. 55 (1)
DOI:10.2307/1252199

Abstract

The authors develop a longitudinal model of the effect of a service change on customer attitudes about service quality. The model is estimated with data from a ...

Keywords

LONGITUDINAL ANALYSIS
IMPACT OF SERVICE
AUTHORS DEVELOP
SERVICE QUALITY
LONGITUDINAL MODEL
CUSTOMER ATTITUDES
SERVICE CHANGES