Service quality and satisfaction – the moderating role of value

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.

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Year of publication:	2000
Authors:	Caruana, Albert ; Money, Arthur H. ; Berthon, Pierre R.
Published in:	European Journal of Marketing. - MCB UP Ltd, ISSN 1758-7123, ZDB-ID 2002936-6. - Vol. 34.2000, 11/12, p. 1338-1353
Publisher:	MCB UP Ltd
Subject:	Service quality \| Customer satisfaction \| Value \| Regression analysis \| Services marketing

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Type of publication:	Article
Type of publication (narrower categories):	research-article
Language:	English
Other identifiers:	10.1108/03090560010764432 [DOI]
Source:	Other ZBW resources

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