bolton 1991

A Multistage Model of Customers' Assessments of Service Quality and Value

quite an old deep article - looking primarily at SERVQUAL- from Parasuraman, Berry, Zeithaml.
Looks at Satisfaction (EDP), service quality, service value, perceived quality
The methods looked at local telephone services from 1985
sample of 1408
limitations - phone service (?) multi-stage not really suitable.