Attribute Performance and Customer Satisfaction Over Time: Evidence from Two Field Studies

By Vikas Mittal, Jerome M. Katrichis, Pankaj Kumar. 2001

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The service quality-satisfaction link revisited: exploring asymmetries and dynamics (2010, background): “Mittal et al. (2001) show that for financial and educational services, different service features contribute differentially to dynamic consumers’ consumption preferences.”
Enhancing importance‐performance analysis (2006, background): “Many studies within the field of customer satisfaction have however showed that when the performance of an attribute is altered the importance of this attribute is not left unchanged (Kano et al., 1984; Mittal and Baldasare, 1996; Oliver, 1997; Mittal et al., 1998; Mittal et al., 1999; Anderson and ”
Festivals as agents for behaviour change: A study of food festival engagement and subsequent food choices (2015, background): “…positive and negative emotions, which are described as being ‘memorable’ and ‘long lasting’, relatively little research has been undertaken into how these emotions and perceptions of satisfaction change with the passage of time (Mittal, Katrichis, & Kumar, 2001; Verhoef et al., 2009; White, 2010).”