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. https://doi.org/10.1108/03090560010764432Download as .RIS
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