| Title: | Service quality and satisfaction – the moderating role of value |
|---|---|
| Author(s): | Albert Caruana, (Department of Marketing, University of Malta, Msida, Malta), Arthur H. Money, (Henley Management College, Greenlands, UK), Pierre R. Berthon, (Cardiff Business School, University of Wales, Cardiff, UK) |
| Citation: | Albert Caruana, Arthur H. Money, Pierre R. Berthon, (2000) “Service quality and satisfaction – the moderating role of value”, European Journal of Marketing, Vol. 34 Iss: 11/12, pp.1338 – 1353 |
| Keywords: | Customer satisfaction, Regression analysis, Service quality, Services marketing, Value |
| Article type: | Research Paper |
| DOI: | 10.1108/03090560010764432 (Permanent URL) |
| Publisher: | MCB UP Ltd |
| 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. |
* Go to Emerald to get this Research Paper
** Source : Emerald
Teorionline 