Cognitive dissonance and the stability of service quality perceptions

By Martin O'Neill, Adrian Palmer. 2004

110 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/e6761d51ac4e1d9b071e893e1b690472f36054da

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Marketing

1. Y. “. Kim
2. Nicole Koenig‐Lewis
3. Adrian Palmer

In Organizational Behavior and Human Resource Management

1. Y. “. Kim
2. Nicole Koenig‐Lewis
3. Adrian Palmer

In Sociology and Political Science

1. Y. “. Kim
2. Nicole Koenig‐Lewis
3. Adrian Palmer

Citations in the corpus

• Application of the Cognitive Dissonance Theory to the Service Industry (2011, result): “The current study holds the view consistent with these previous studies (Schewe, 1973 ; O'Neill & Palmer, 2004 ) that cognitive dissonance occurs due to nonfitting cognitions and its occurrence is not limited to postpurchase situations.”
• The effects of anticipatory emotions on service satisfaction and behavioral intention (2014, background): “Measures of satisfaction have traditionally been recorded at one point in time, although there is evidence that perceptions may change with the passage of time (O’Neill and Palmer 2004).”