The DOI matches its Crossref record; 44 of the 44 references it cites were found in a registry or an index.
Service quality and satisfaction – the moderating role of value
Open accessAbstract
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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Cites
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Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985) · Journal of Marketing · doi:10.1177/002224298504900403 · Cited by 21,645
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988) · Zenodo · doi:10.5281/zenodo.14579729 · Cited by 21,118
Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence
Zeithaml, V. A. (1988) · Journal of Marketing · doi:10.1177/002224298805200302 · Cited by 18,292
A Paradigm for Developing Better Measures of Marketing Constructs
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A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
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Cited by
The concept of perceived value: a systematic review of the research
Sánchez-Fernández, R., & Iniesta-Bonillo, M. Á. (2007) · Marketing Theory · doi:10.1177/1470593107083165 · Cited by 1,269
Assessing tourist behavioral intentions through perceived service quality and customer satisfaction
González, M. E. A., Comesaña, L. R., & Brea, J. A. F. (2007) · Journal of Business Research · doi:10.1016/j.jbusres.2006.10.014 · Cited by 396
Ganguli, S., & Roy, S. K. (2011) · International Journal of Bank Marketing · doi:10.1108/02652321111107648 · Cited by 357
Lee, S. Y., Petrick, J. F., & Crompton, J. (2007) · Journal of Travel Research · doi:10.1177/0047287507299566 · Cited by 357
E-satisfaction: A re-examination
EVANSCHITZKY, H., IYER, G., HESSE, J., & AHLERT, D. (2004) · Journal of Retailing · doi:10.1016/j.jretai.2004.08.002 · Cited by 343
Metadata
- Authors
- Caruana, A., Money, A. H., & Berthon, P. R.
- Venue
- European Journal of Marketing
- Publisher
- Emerald
- Published
- 2000-12-01
- Volume
- 34
- Issue
- 11/12
- Pages
- 1338-1353
- ISSN
- 0309-0566 (ISSN-L)
- OpenAlex
- W2058413436
- Cited by
- 632
- References
- 44
- FWCI
- 8.13
- Type
- journal article
- Language
- en
- Open access
- green
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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
