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      An Experimental Test of the Expectancy-Disconfirmation Theory of Citizen Satisfaction : An Experimental Test of Expectancy-Disconfirmation

       
      Journal of Policy Analysis and Management
      Wiley-Blackwell

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          The Antecedents and Consequences of Customer Satisfaction for Firms

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            An Investigation into the Determinants of Customer Satisfaction

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              Yes, but what's the mechanism? (don't expect an easy answer).

              Psychologists increasingly recommend experimental analysis of mediation. This is a step in the right direction because mediation analyses based on nonexperimental data are likely to be biased and because experiments, in principle, provide a sound basis for causal inference. But even experiments cannot overcome certain threats to inference that arise chiefly or exclusively in the context of mediation analysis-threats that have received little attention in psychology. The authors describe 3 of these threats and suggest ways to improve the exposition and design of mediation tests. Their conclusion is that inference about mediators is far more difficult than previous research suggests and is best tackled by an experimental research program that is specifically designed to address the challenges of mediation analysis.
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                Author and article information

                Journal
                Journal of Policy Analysis and Management
                J. Pol. Anal. Manage.
                Wiley-Blackwell
                02768739
                June 2013
                June 30 2013
                : 32
                : 3
                : 597-614
                Article
                10.1002/pam.21702
                20056d34-a817-4d6e-9c11-85574e0c6f3b
                © 2013

                http://doi.wiley.com/10.1002/tdm_license_1.1

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