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The literature has recognized the existence of a nonlinear impact of service performance on customer satisfaction. Thus, this study investigates use of the critical incident technique as an input to penalty-reward contrast analysis, showing the nonlinear impact of service quality on customers'...

Tontini, G.; Bento, G. dos S.; Milbratz, T. C.; Volles, B. K.; Ferrari, D.
Elsevier Ltd, Amsterdam, Netherlands
International Journal of Hospitality Management, 2017, 66, pp 106-116