A customer's level of satisfaction or dissatisfaction and future purchase intentions is determined during the service encounter phase of the purchase process when a customer evaluates the quality of service.

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A customer's level of satisfaction or dissatisfaction and future purchase intentions is determined during the post-purchase phase of the purchase process when a customer evaluates the quality of service. However, during the service encounter the customer may begin to formulate thoughts concerning satisfaction and future purchase intentions.

A Customer's Level of Satisfaction or Dissatisfaction and Future Purchase