13th November Plan

Started putting together a document trying to sort through the differences between Service quality, customer satisfaction, perceived value, recommendation, WOM, repeat purchase, and loyalty.

Big initial focus on Oh 1999, and some of the softer articles, like Butcher, splitting the perceived value into affective and cognitive, like many authors.

Tuesday - follow up article leads - need to keep beefing up the document.
makes sense to use the Oh 1999 model as a base and develop from there.