How determinant attributes of service quality influence customer‐perceived value: An empirical investigation of the Australian coffee outlet industry
International Journal of Contemporary Hospitality Management
ISSN: 0959-6119
Article publication date: 1 June 2010
Abstract
Purpose
The purpose of this study is to investigate empirically how the determinant attributes of coffee quality, service, food and beverage, and extra benefits influenced customer‐perceived value in the coffee outlet industry.
Design/methodology/approach
A self‐administrated questionnaire was distributed to 834 respondents from chain and independent coffee outlets for the study. Multiple regression analysis was used to identify which factors of determinant attributes of service quality influenced customer‐perceived value.
Findings
The study found that factors of determinant attributes of service quality significantly influenced functional and symbolic dimensions of perceived value with the former being related with coffee quality, service, and food and beverage, whereas the latter is positively related with coffee quality, food and beverage, and extra benefits.
Practical implications
The paper bears significant theoretical and practical results. Theoretically, determinant attributes of service quality can enhance not only functional value but also symbolic value, ignored in previous value‐based research. It is believed that perceived value should be considered as a base in designing determinant attributes of service quality. Practically, it is imperative for marketers to gain a thorough understanding of the consumption experience of their customers by enhancing value perceptions in terms of determinant attributes of service quality.
Originality/value
The study challenges the existing literature by identifying how customers perceived function and symbolic values based on determinant attributes of service quality offered in the coffee outlet industry.
Keywords
Citation
Chen, P. and Hu, H. (2010), "How determinant attributes of service quality influence customer‐perceived value: An empirical investigation of the Australian coffee outlet industry", International Journal of Contemporary Hospitality Management, Vol. 22 No. 4, pp. 535-551. https://doi.org/10.1108/09596111011042730
Publisher
:Emerald Group Publishing Limited
Copyright © 2010, Emerald Group Publishing Limited