Service value revisited: Specifying a higher-order, formative measure

Ruiz, David Martín; Gremler, Dwayne D.; Washburn, Judith H.; Carrión, Gabriel Cepeda

doi:10.1016/j.jbusres.2008.01.015

Cited by 361Customer Service Quality and LoyaltyService and Product InnovationCustomer churn and segmentation

Service value revisited: Specifying a higher-order, formative measure

Ruiz, David Martín, Gremler, Dwayne D., Washburn, Judith H., Carrión, Gabriel Cepeda·2008·Journal of Business Research

DOI 10.1016/j.jbusres.2008.01.015

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Research has shown that relational benefits contribute to the perceived value that customers receive from firms.
“On the relationship quality path, research has shown that relational benefits contribute to the perceived value that customers receive from firms (e.g., Martin-Ruiz et al. 2008), which helps strengthen customer-firm relationships and improve customer loyalty (e.g., Gil-Saura et al. 2011; Ruiz-Molina et al. 2015).”
From Understanding and managing customer relational benefits in services: a meta-analysis (2020) · cites this paper as Martin-Ruiz et al. 2008

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Authors: Ruiz, D. M., Gremler, D. D., Washburn, J. H., & Carrión, G. C.
Affiliations: Bowling Green State University (US)
University of Tampa (US)
Corresponding author: Gremler, Dwayne D.
ORCID: Gremler, Dwayne D.
Venue: Journal of Business Research
Publisher: Elsevier BV
Published: 2008-12
Volume: 61
Issue: 12
Pages: 1278-1291
ISSN: 0148-2963 (ISSN-L)
DOI: 10.1016/j.jbusres.2008.01.015
OpenAlex: W2128275731
Cited by: 361
References: 68
Citations by year: 2026: 9 · 2025: 5 · 2024: 7 · 2023: 21 · 2022: 21 · 2021: 21 · 2020: 20 · 2019: 28 · 2018: 19 · 2017: 24 · 2016: 27 · 2015: 21 · 2014: 34 · 2013: 24 · 2012: 28
FWCI: 32.61
Type: journal article
Language: en
Open access: closed
Licence: www.elsevier.com/tdm/userlicense/1.0/ (tdm)
Locations: Journal of Business Research (publishedVersion)
RePEc: Research Papers in Economics (submittedVersion)
Topics: Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
Social Sciences › Business, Management and Accounting › Marketing › Customer churn and segmentation
Keywords: service value, customer value, formative measurement, higher-order constructs, service quality, service equity, confidence benefits, perceived sacrifice, service marketing

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