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Examines the effects of service quality on customer satisfaction from two distinct methodological perspectives. Specifically, a study utilizing a sample of international private banking customers is conducted wherein service quality is operationalized via two distinct and well‐known measures – SERVQUAL and Technical/Functional Quality. These two service quality measures are subsequently compared and contrasted as to their ability to predict customer satisfaction. To further assess the validity of these findings, two moderators of the service‐quality/customer‐satisfaction relationship are introduced and evaluated. Finally, this research examines the potential utility of employing separate measures for customer satisfaction from the perspectives of both technical and functional aspects of the service delivery process. Overall, our findings are of importance to service managers as they strive to identify efficient and effective approaches for improving quality. The paper explores the theoretical and practical insights of the findings, including potential strengths and limitations of current service quality models with regard to their ability to define and explain the quality/satisfaction relationship.

To propose and test a multi‐dimensional model of relationship commitment defined by personal and functional connections which are, in turn, driven by trust and satisfaction.

A model is proposed to define relationship constructs better within marketing practice and to evaluate the relationships between these constructs. Structural equation modeling was employed to validate the model using data from two case studies.

Satisfaction is antecedent to trust, but primarily contributes to functional connections. Personal connections, on the other hand, stem from trust. The relative strengths of personal and functional connections determine the nature and outcomes of relationship commitment. This trust‐based model is statistically superior to previous models and explains customer‐brand relationships much more extensively.

The primary limitation of this research is that it explores only two product/service categories, potentially limiting the generalizability to other domains.

These results have extensive implications for brand building, establishing customer relationships, and incorporating relationships into brand strategies.

These results improve our understanding of customers' relationships with brands and provide managers with guidance on developing, nurturing, and utilizing these relationships.

The purpose of this paper is to examine a multidimensional model of customer perceived value (CPV), customer satisfaction (CS) and loyalty from internet subscribers’ perspectives.

In total, 1,297 out of 2,000 online surveys were valid for the analysis. Confirmatory factor analyses were performed to assess the research constructs’ unidimensionality, validity and composite reliability. Structural path analysis was used to test the hypothesized relationships of the research model.

CPV positively affects functional and technical satisfaction as well as cognitive loyalty. Functional satisfaction positively affects technical satisfaction and attitudinal loyalty. Attitudinal loyalty positively affects cognitive and behavioral loyalty, and the latter positively affects cognitive loyalty. In total, 53 percent of variation in cognitive loyalty was caused by behavioral, attitudinal loyalty and perceived value path.

Future research could investigate other outcomes of CS dimensions, such as customer lifetime value, customer retention, profitability, return on investment and market share, and their effects on customer loyalty (CL). Future research can also examine the effect of other dimensions of perceived customer value on CS and loyalty dimensions simultaneously. Other future research areas are also outlined.

CPV acts as a cornerstone to developing a successful multidimensional program of CL through functional and technical satisfactions. Marketing directors need to focus on building CL schemes and strategies that should take into consideration the long-term and short-term loyalty.

Theoretically, using an intervariable perspective, this paper has responded to important calls for conducting research on the chain of perceived value, CS and loyalty chain. Practically, this paper is the first empirical research devoted to developing an intervariable approach to the chain of perceived value, CS and loyalty in the internet service market.

To respond to the environmental demands of consumers, more and more hotels are increasingly striving to implement sustainable practices to satisfy the requests of environmentally conscious consumers. This paper aims to propose and test the relationship between these “green” initiatives and functional value as perceived by tourists, guest satisfaction and intentions to revisit the hotel and to spread positive word-of-mouth (WOM).

A sample of 378 guests who stayed in a three- and four-star hotel was used. Structural equation modeling (SEM) was used to test the proposed relationships. Confirmatory factor analysis and structural equational modeling were used to test the proposed model.

The results of the data analysis indicated that the impact of “green” practices on perceived value, satisfaction, intention to revisit and WOM. In addition, the positive effects of functional value on guest satisfaction and WOM are also confirmed.

Customers' revisit intention is not only created when hotels implement “green” practices, but also when the degree of customer satisfaction with the hotel increases. In this sense, managers are encouraged to pay more attention to environmental initiatives as an essential tool to increase the level of guests' satisfaction.

The study yields several implications that can be helpful for managers while devising green marketing strategies for the hotel sector. The results show that guests tend to develop greater levels of loyalty to a specific hotel when they are satisfied with the services offered by the hotel. In this sense, the environmental measures implemented by companies are a key strategic tool, given their essential role in the construction of perceived value, guest satisfaction as well as WOM and revisit intention.

One of the most unexamined assumptions marketing firms have made in recent years is that satisfaction alone will guarantee customer loyalty. Our research questions this assumption. We explored the correspondence between customer satisfaction and loyalty, and found as many as half of the “satisfied” customers to be predisposed to switching service suppliers. This satisfaction‐loyalty gap reflects the fact that different components of service quality drive satisfaction versus loyalty. Satisfaction is driven more by “technical quality” (the quality of the work performed) than by “functional quality” (how the service work was delivered); however, once satisfaction is achieved, loyalty is driven more by functional than by technical quality. This is the pattern of influence for a “low contact” (where customers’ direct contact with service providers is absent or marginal) service. For a “high contact” service, the pattern of influence is exactly the reverse. Of significant importance to service managers, the paper explains the dynamics of loyalty versus satisfaction and derives their managerial implications.

The purpose of this paper is to examine the relative importance of dimensions of experience value in four different hedonic- and utilitarian-dominated services.

The proposed hypotheses are tested by an experimental design. Altogether, four different service experiences, taking place during a tourist weekend trip, were studied using a scenario-based approach. In total, 938 members of a nationally representative online panel in Sweden participated in the research.

Both hedonic and utilitarian value dimensions are present for the different experiences. However, the structures of the value dimensions differ between hedonic- and utilitarian-dominant services. Surprisingly, functional value and value for money influence satisfaction most for both categories of services.

The design of the experiment allowed the authors to test different experiences within the same travel setting. The paper shows that all services include both hedonic and utilitarian elements, indicating awareness of what attracts tourists during the whole process of experiencing a journey. Findings suggest that further studies on different hedonic- and utilitarian-dominant firms within the different tourism service categories should be performed.

Theoretically, the paper only partly confirms the two structures of consumer service value, hedonic and utilitarian, revealed in earlier studies. The paper also reveals that functional value affects satisfaction more strongly in both hedonic- and utilitarian-dominant services. Several explanations for this are suggested. For the tourism industry to enhance experience value and tourist satisfaction, they should, therefore, focus on delivering functional value during the stay and probably more on emotional value in attracting visitors to travel. Results of the paper reveal that services are a part of a continuum between what is mostly utilitarian at the one end and mostly hedonic at the other end.

The main objective of this paper is to investigate the factors affecting customer lifetime value (CLV) for Internet service providers in Jordan, namely, technical quality, functional quality, brand credibility, confidence benefits, special treatment benefits, customer satisfaction and commitment.

An online survey was conducted involving a sample of 481 respondents. SPSS was used to analyse the data and test the proposed relationships, while SmartPLS was used to examine the robustness of our results.

Results showed that confidence benefits, special treatment benefits and brand credibility had a significant and positive impact on customer satisfaction and commitment, with brand credibility appearing as the most influential factor leading to customer satisfaction and commitment, and ultimately CLV. Furthermore, research reveals an insignificant relationship between functional quality, technical quality and customer satisfaction.

Services' providers seeking to increase CLV need to build strong and sustainable relationships with their customers.

This study incorporates a set of crucial customer relationship management strategies that could be universally applied to enhance customers benefits and business performance. This is also the first study of its kind conducted in the Middle East, particularly in Jordan.

B&B stays have enjoyed popularity in China over recent decades. This study examines the impacts of the three dimensions of tourist experiential quality on the perceived functional and emotional value and customer satisfaction with B&B stays in Southwestern China.

Questionnaires were collected from 433 Chinese visitors in Southwestern China. Partial least squares–structural equation modeling (PLS-SEM) was used to test the significance of the relationship that exists among experiential quality, perceived value and tourist satisfaction.

The research results proved that experiential quality predicts customer satisfaction with B&B stays as mediated by perceived functional and emotional values. The specific experiential quality - fun – has the strongest effect on both perceived functional value and emotional value between the three dimensions of experiential quality.

Since fun is viewed as the most significant element, B&B providers should consider creating a more joyful encounter for tourists. They should enrich the activities and improve service to strengthen the experiential quality perceived by the tourists. Both relational experiences and authentic local experiences should be incorporated into the activities and services provided.

This is likely to be the first study to investigate the influence of three dimensions of experiential quality on perceived functional and emotional value and satisfaction from the B&B industry in China. The findings provide value through actionable insights into experiential qualities, functional and emotional values that drive tourist satisfaction.

The purpose of this paper is to advance a new conceptualization of the service encounter that highlights the role of outcome valence as a key antecedent of customer satisfaction.

This study develops and tests a conceptual model using structural equation modeling. Specifically, it adopts recent procedures for assessing direct, mediated, and moderated effects.

The findings demonstrate that valence has a stronger effect on satisfaction than both functional and service environment quality, that satisfaction fully mediates the effects of valence on behavioral intentions, and that consumer involvement moderates the valence‐satisfaction relationship.

This research draws attention to the fact that valence is an important research topic and researchers should focus attention on how valence might influence customer evaluations of services. Specifically, it is important to replicate these findings across industries, develop models that consider additional moderating influences, and conduct experiments to investigate the relative effects of valence across different service environment and functional quality conditions.

The findings suggest that managers must be aware that valence directly influences customer satisfaction levels and that they can and should account for its effect. Specifically, in some service industries, rewarding employees based on customer satisfaction ratings without controlling for the effects of valence is misguided. Ultimately, failure to account for valence can lead to managerial decisions that may not be in the best interest of the firm.

This paper provides a new look at service encounters and suggests that valence is a critical antecedent of customer satisfaction and, in some instances, outcome valence is a more dominant predictor of satisfaction than service environment and functional quality.

The purpose of this paper is to examine the relationship between customer service skills and customers' loyalty through examining the mediation effect of customer satisfaction dimensions in Jordan's mobile service operators.

To achieve the research objectives, data were collected from 1,350 subscribers in Jordan from which 1,007 were valid for the analysis. Utilizing structural equation modeling, and after a series of exploratory and confirmatory factor analyses, the authors tested an integrated model of customer service skills and customer loyalty through examining the meditational effects of customer service satisfaction dimensions on the relationship between customer service skills and customer loyalty.

It was found that three of customer service skills components, namely; reputation building skills, nonverbal communication skills, and customer service culture have positive relationships with customer service satisfaction dimensions (overall, functional, and technical customer satisfaction). Also, overall customer service satisfaction and technical customer service satisfaction dimensions fully mediated the relationships between customer service skills and customer loyalty.

This is the first attempt to investigate the relationship between customer service skills and customer loyalty through customer service satisfaction dimensions as mediators, either in Jordan or other developing countries. The authors' results also provide significant managerial implications on how to acquire and retain loyal customers in today's highly competitive telecommunications market, and the vital role of customer service satisfaction dimensions on the relationship between customer service skills and customer loyalty.