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Journal cover: European Journal of Marketing

European Journal of Marketing

ISSN: 0309-0566

Online from: 1967

Subject Area: Marketing

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Service quality and satisfaction – the moderating role of value


Document Information:
Title:Service quality and satisfaction – the moderating role of value
Author(s):Albert Caruana, (Department of Marketing, University of Malta, Msida, Malta), Arthur H. Money, (Henley Management College, Greenlands, UK), Pierre R. Berthon, (Cardiff Business School, University of Wales, Cardiff, UK)
Citation:Albert Caruana, Arthur H. Money, Pierre R. Berthon, (2000) "Service quality and satisfaction – the moderating role of value", European Journal of Marketing, Vol. 34 Iss: 11/12, pp.1338 - 1353
Keywords:Customer satisfaction, Regression analysis, Service quality, Services marketing, Value
Article type:Research Paper
DOI:10.1108/03090560010764432 (Permanent URL)
Publisher:MCB UP Ltd
Abstract: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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