| Popis: |
In this study, we review the antecedents of consumer expectations discussed in the service literature, incorporate the determinants in a single model, and test the model in the context of the airline industry. Specifically, we use confirmatory factor analysis to model the antecedents of the technical and functional dimensions of should and will expectations. Our model reveals that internal and external sources of information, values, involvement, and need for cognition influence should and will expectations differently. In light of our findings, we consider managerial implications and future research directions, and discuss the ensuing limitations of the study. |
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