Service quality, customer satisfaction, and customer value: A holistic perspective

Service quality, customer satisfaction, and customer value: A holistic perspective The author proposes and tests an integrative model of service quality, customer value, and customer satisfaction. Using a sample from the luxury segment of the hotel industry, this study provides preliminary results supporting a holistic approach to hospitality customers’ postpurchase decision-making process. The model appears to possess practical validity as well as explanatory ability. Implications are discussed and suggestions are developed for both marketers and researchers. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Hospitality Management Elsevier

Service quality, customer satisfaction, and customer value: A holistic perspective

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Publisher
Elsevier
Copyright
Copyright © 1999 Elsevier Science Ltd
ISSN
0278-4319
DOI
10.1016/S0278-4319(98)00047-4
Publisher site
See Article on Publisher Site

Abstract

The author proposes and tests an integrative model of service quality, customer value, and customer satisfaction. Using a sample from the luxury segment of the hotel industry, this study provides preliminary results supporting a holistic approach to hospitality customers’ postpurchase decision-making process. The model appears to possess practical validity as well as explanatory ability. Implications are discussed and suggestions are developed for both marketers and researchers.

Journal

International Journal of Hospitality ManagementElsevier

Published: Mar 1, 1999

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