Service quality and satisfaction – the moderating role of value

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)

European Journal of Marketing

ISSN: 0309-0566

Publication date: 1 December 2000


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.



Caruana, A., Money, A. and Berthon, P. (2000), "Service quality and satisfaction – the moderating role of value", European Journal of Marketing, Vol. 34 No. 11/12, pp. 1338-1353.

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Copyright © 2000, MCB UP Limited

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