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.
European Journal of Marketing – Emerald Publishing
Published: Dec 1, 2000
Keywords: Customer satisfaction; Value; Regression analysis; Services marketing
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