S. L. Llosa, analyse de la contribution des éléments de service à la satisfaction : un modèle Tetraclasse, Décisions Marketing, vol.10, pp.81-88, 1997.

J. L. Heskett, T. O. Jones, G. W. Loveman, W. E. Sasser, and L. A. Et-schlesinger, Putting the service-profit chain to work, Havard Business Review, vol.72, issue.2, pp.164-174, 1994.

R. T. Rust, A. J. Zahorik, and T. L. Et-keiningham, Return on Quality (ROQ): Making Service Quality Financially Accountable, Journal of Marketing, vol.59, issue.2, pp.58-70, 1995.
DOI : 10.2307/1252073

E. Berard, M. Gloanec, and E. Minvielle, Usages des indicateurs de qualit?? en ??tablissement de sant??, Journal de gestion et d'??conomie m??dicales, vol.27, issue.1, pp.5-20, 2009.
DOI : 10.3917/jgem.091.0005

J. E. Hunter, The Desperate Need for Replications, Journal of Consumer Research, vol.28, issue.1, pp.149-158, 2001.
DOI : 10.1037/0033-2909.105.2.309

V. Plichon, Analyse de l'influence de la satisfaction des états affectifs sur le processus de satisfaction dans la grande distribution, Thèse de doctorat en sciences de gestion, 1999.

P. V. Ngobo, Les standards de comparaison et la gestion de la satisfaction de la clientèle, Décisions Marketing, vol.13, pp.57-66, 1998.

R. L. Oliver and J. E. Et-swan, Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach, Journal of Marketing, vol.53, issue.2, pp.21-35, 1989.
DOI : 10.2307/1251411

Y. Evrard, La satisfaction des consommateurs : état des recherches, Revue Française de Marketing, vol.144145, pp.4-5, 1993.

J. A. Howard and J. N. Sheth, The theory of buyer behavior, p.458, 1969.

R. L. Oliver, A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions, Journal of Marketing Research, vol.17, issue.4, pp.460-469, 1980.
DOI : 10.2307/3150499

J. Herzberg, B. Mausner, and B. Et-snyderman, The motivation to works, p.160, 1959.

J. E. Swan and L. J. Combs, Product Performance and Consumer Satisfaction: A New Concept, Journal of Marketing, vol.40, issue.2, pp.25-33, 1976.
DOI : 10.2307/1251003

R. N. Maddox, Two-factor Theory and Consumer Satisfaction: Replication and Extension, Journal of Consumer Research, vol.8, issue.1, pp.97-102, 1981.
DOI : 10.1086/208845

V. Mittal, W. Ross, and P. Baldasare, The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions, Journal of Marketing, vol.62, issue.1, pp.33-47, 1998.
DOI : 10.2307/1251801

N. Kano, N. Seraku, F. Takahashi, S. Et-tsuji, . Myrioku-teki-hinshitu-to-atari-mae et al., Attractive quality and must-be quality), Hinshitu Quality, the Journal of the Japanese Society for Quality Control International Academy for Quality, vol.14, issue.7, pp.39-48, 1984.

R. D. Brandt, HOW SERVICE MARKETERS CAN IDENTIFY VALUE???ENHANCING SERVICE ELEMENTS, Journal of Services Marketing, vol.2, issue.3, pp.35-41, 1988.
DOI : 10.1108/eb024732

M. C. Lichtlé, S. Llosa, and V. Plichon, La contribution des differents elements d'une grande surface alimentaire a la satisfaction du client, Recherche et Applications en Marketing, vol.17, issue.4, pp.23-34, 2002.
DOI : 10.1177/076737010201700402

P. Léo and J. Philippe, Positionnement concurrentiel des zones commerciales et satisfaction du consommateur, Recherche et Applications en Marketing, vol.18, issue.3, pp.45-63, 2003.
DOI : 10.1177/076737010301800304

C. Merdinger-rumpler, Contribution des éléments de service à la satisfaction du patient hospitalisé : une application du modèle tétraclasse, Décisions Marketing, vol.53, pp.43-52, 2009.

B. Bartikowski and S. Llosa, Customer Satisfaction Measurement: Comparing Four Methods of Attribute Categorizations Service Industries, Journal, vol.24, issue.4, pp.67-82, 2004.
DOI : 10.1080/0264206042000275190

E. Robinot and J. Giannelloni, Do hotels' ???green??? attributes contribute to customer satisfaction?, Journal of Services Marketing, vol.24, issue.2, pp.157-169, 2010.
DOI : 10.1016/j.ijhm.2005.06.006
URL : https://hal.archives-ouvertes.fr/hal-00962449

D. Ray and D. Gotteland, Mesurer l'asymetrie des impacts des attributs sur la satisfaction : Comparaison de la validite convergente de cinq methodes, Recherche et Applications en Marketing, vol.20, issue.1, pp.1-20, 2005.
DOI : 10.1177/076737010502000101

T. Vo-thi, Rôles de différents moments de l'expérience de service dans la satisfaction globale Thèse de doctorat, p.2012