Service quality and satisfaction – the moderating role of value

Service quality and satisfaction – the moderating role of value The constructs of service quality, satisfaction and value are discussed. Instruments are identified and exploratory research is undertaken among customers of an audit firm to determine whether value plays a moderating role between service quality and satisfaction. Results from a moderated regression confirming such a role for value are reported. Implications are drawn and opportunities for further research are highlighted. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png European Journal of Marketing Emerald Publishing

Service quality and satisfaction – the moderating role of value

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Publisher
Emerald Publishing
Copyright
Copyright © 2000 MCB UP Ltd. All rights reserved.
ISSN
0309-0566
D.O.I.
10.1108/03090560010764432
Publisher site
See Article on Publisher Site

Abstract

The constructs of service quality, satisfaction and value are discussed. Instruments are identified and exploratory research is undertaken among customers of an audit firm to determine whether value plays a moderating role between service quality and satisfaction. Results from a moderated regression confirming such a role for value are reported. Implications are drawn and opportunities for further research are highlighted.

Journal

European Journal of MarketingEmerald Publishing

Published: Dec 1, 2000

Keywords: Customer satisfaction; Value; Regression analysis; Services marketing

References

  • Measuring service quality in the car service industry: building and testing an instrument
    Bouman, M.; van der Wiele, T.
  • Improving the measurement of service quality
    Brown, T.J.; Churchill, G.A. Jr; Peter, J.P.
  • Customer expectations and perceptions of service quality in apparel retailing
    Gagliano, K.B.; Hathcote, J.

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