Customer satisfaction with services: putting perceived value into the equation

H.G. McDougall, Gordon; Levesque, Terrence

doi:10.1108/08876040010340937

Public

Customer satisfaction with services: putting perceived value into the equation

Shared by NobleBlocks on Sep 1, 2000 • 12:00 AM UTC

Authors:

Gordon H.G. McDougall

Terrence Levesque

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...

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