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Customer satisfaction with services: putting perceived value into the equation

Gordon H.G. McDougall (Professor of Marketing, School of Business and Economics, Wilfrid Laurier University, Waterloo, Ontario, Canada)
Terrence Levesque (Professor of Economics, School of Business and Economics, Wilfrid Laurier University, Waterloo, Ontario, Canada)

Journal of Services Marketing

ISSN: 0887-6045

Article publication date: 1 September 2000

50135

Abstract

This research investigated the relationship between three elements – core service quality, relational service quality‐ and perceived value – and customer satisfaction and future intentions across four services. The results revealed that core service quality (the promise) and perceived value were the most important drivers of customer satisfaction with relational service quality (the delivery) a significant but less important driver. A direct link between customer satisfaction and future intentions was established. The relative importance of the three drivers of satisfaction varied among services. Specifically, the importance of core service quality and perceived value was reversed depending on the service. A major conclusion was that both perceived value and service quality dimensions should be incorporated into customer satisfaction models to provide a more complete picture of the drivers of satisfaction.

Keywords

Citation

McDougall, G.H.G. and Levesque, T. (2000), "Customer satisfaction with services: putting perceived value into the equation", Journal of Services Marketing, Vol. 14 No. 5, pp. 392-410. https://doi.org/10.1108/08876040010340937

Publisher

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MCB UP Ltd

Copyright © 2000, MCB UP Limited

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