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Cited by 1,830

The DOI matches its Crossref record; 6 of the 6 references it cites were found in a registry or an index.

Customer satisfaction with services: putting perceived value into the equation

McDougall, Gordon H.G., Levesque, Terrence·2000·Journal of Services Marketing
DOI 10.1108/08876040010340937
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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.

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Metadata

Authors
McDougall, G. H. G., & Levesque, T.
Venue
Journal of Services Marketing
Publisher
Emerald
Published
2000-09-01
Volume
14
Issue
5
Pages
392-410
ISSN
0887-6045 (ISSN-L)
DOI
10.1108/08876040010340937
OpenAlex
W2151405035
Cited by
1,830
References
6
FWCI
19.21
Type
journal article
Language
en
Open access
closed

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Data sources

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.