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dc.contributor.authorLervik-Olsen, Line
dc.contributor.authorJohnson, Michael D.
dc.description.abstractPerceived equity is a key psychological reaction to the value that a service company provides. Yet equity research has focused on a customer’s satisfaction with relatively well-defined service episodes or transactions. The authors argue and show that equity plays a very different role in affecting customer loyalty as one moves from transaction-specific to cumulative evaluations. Whereas equity is an important driver of transaction-specific satisfaction, equity is more of a post-satisfaction evaluation when modeling cumulative satisfaction. The research also demonstrates the superiority of cumulative evaluations toward explaining service loyalty and providing a balanced view of loyalty drivers. The results have important implications for how equity, satisfaction, and loyalty are modeled and managed in a service context.
dc.rightsRequired Publisher Statement: © Sage. Final version published as: Lervik-Olsen, L., & Johnson, M. D. (2003). Service equity, satisfaction, and loyalty: From transaction-specific to cumulative evaluations. Journal of Service Research, 5(3), 184-195. doi: 10.1177/1094670502238914 Reprinted with permission. All rights reserved.
dc.subjectperceived equity
dc.subjectcustomer satisfaction
dc.subjectloyalty modeling
dc.titleService Equity, Satisfaction, and Loyalty: From Transaction-Specific to Cumulative Evaluations
dc.description.legacydownloadsJohnson14_Service_Equity.pdf: 3903 downloads, before Aug. 1, 2020.
local.authorAffiliationLervik-Olsen, Line: BI Norwegian School of Management
local.authorAffiliationJohnson, Michael D.: Cornell University School of Hotel Administration

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