The Link between Perceived Service Value and Customer Satisfaction
We advance a conceptual model that describes the mental mathematicsby which customers compute their level of service satisfaction, incorporating threeconstructs: expected service consequences, perceived service consequencesand perceived service value. The model integrates prospect theory, mentalaccounting and equity theory in order to enhance the theoretical understandingof customer evaluation processes and judgments in service consumptionexperiences. It conceptualises the relationship between particular combinationsof expected and perceived consequences and perceived value as a symmetricand nonlinear, and suggests how the relationship between perceived value andcustomer satisfaction is modelled taking a distributive justice reasoning. Ourwork differs from existing frameworks in that we propose that (1) satisfactionjudgments are affected by customer perceptions of service value, (2) these valueperceptions increase with increases in initial expectations about service relatedconsequences, and therefore (3) satisfaction actually increases with increases inthese initial service related expectations.
Year of publication: |
2002
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Authors: | Gudergan Siggi ; Ellis R Susan |
Publisher: |
American Economic Association |
Saved in:
freely available
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