@inbook{3e8f138ce7fb4776b531617402dce0d0,
title = "Perceived Performance - A Direct Causal Antecedent of Customer Satisfaction?",
abstract = "A strong direct causal link from perceived performance to satisfaction has been found in many studies. Here, it is suggested that there is no such direct link, and that past findings may be explained by two factors. First, commonly used perceived performance measures contain strong evaluative components and thereby already measure part of satisfaction. Second, the evaluation process is not sufficiently captured in many studies, and therefore the natural correlation between performance and satisfaction appears as a direct causal link in the analysis, rather than being mediated by evaluative processing (c.f. Wirtz 1993; Wirtz and Bateson 1997).",
author = "Anna Mattila and Jochen Wirtz",
note = "Publisher Copyright: {\textcopyright} 2015, Academy of Marketing Science.",
year = "2015",
doi = "10.1007/978-3-319-17320-7_71",
language = "English (US)",
series = "Developments in Marketing Science: Proceedings of the Academy of Marketing Science",
publisher = "Springer Nature",
pages = "263",
booktitle = "Developments in Marketing Science",
address = "United States",
}