Richard L. Oliver’s research while affiliated with Washington University in St. Louis and other places

... Service quality is defined as a customer's overall impression of the relative inferiority or superiority of services (Bitner & Hubbert, 1994). In contrast, customer satisfaction is a customer's summarized reaction to a service (Bitner & Hubbert, 1994;Oliver, 1980;Rust & Oliver, 1994), clearly distinguishing the two constructs (Bitner & Hubbert, 1994;Hu et al., 2009). Previous research establishes service quality as an antecedent of customer satisfaction (Hu et al., 2009;Rust & Oliver, 1994), with customer satisfaction expressed as a simple function of service quality (Park & Yi, 2017). ...

Reference:

Measuring service quality based on consumers’ evaluation of services in competitive markets

... We applied 12 items to assess reliability and responsiveness, four items to measure empathy, six items to gauge tangibles, six items to evaluate nursing care and seven items to measure medical care. Finally, we adopted four items, used previously by researchers such as Oliver (1977;1980), Westbrook and Oliver (1981) and Oliver and Bearden (1983) to assess the dependent variable (patient satisfaction) (see details in Table 2). ...

Reference:

Health service quality and patients' satisfaction among hospitals: the cohesive care of human beings and accomplishment of human rights

... Continuing the interest pondered in customers' satisfaction research, it has been demonstrated that customer satisfaction is a focal element in understanding the way of customers' behavior while considering their purchase decision (Oliver, 1981). Satisfaction is conceptualized as an "attitude-like judgment following a purchase act or based on a series of consumer-product interactions" (Yi, 1990). ...

Reference:

Securely Delivered: Enhancing Customer Commitment Through Quality of Third-Party Service Logistics for Online Retail Platform

... The Expectation Theory, introduced by (Oliver, 1980), stands as the foremost theory of customer satisfaction. It posits that satisfaction or dissatisfaction stems from comparing product or service performance against pre-established standards, termed predictive expectations. ...

Reference:

A comparative study on the impact of service quality on customer satisfaction: Survey of joint venture and government banks in Nepal