The DOI matches its Crossref record; 2 of the 2 references it cites were found in a registry or an index.
Customer Satisfaction, Service Quality and Perceived Value: An Integrative Model
Abstract
The present study examines the relationships among customer satisfaction, service quality and perceived value. These variables are increasingly recognised as being sources of competitive advantage. However, little empirical research has been conducted to examine these variables simultaneously and their relationships with post-purchase behaviour. The present study was therefore designed to develop an understanding of the relationships among these variables and their influence on postpurchase behaviour. An integrative model was developed and tested using data collected from customers in the restaurant industry. The results reveal that customer satisfaction and perceived value significantly influence post-purchase behaviour. Implications of the findings and areas for future research are discussed.
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Citations
Cites
An Investigation into the Determinants of Customer Satisfaction
Churchill, G. A., & Surprenant, C. (1982) · Journal of Marketing Research · doi:10.2307/3151722 · Cited by 2,914
Why do customers switch? The dynamics of satisfaction versus loyalty
Mittal, B., & Lassar, W. M. (1998) · Journal of Services Marketing · doi:10.1108/08876049810219502 · Cited by 660
Cited by
Chen, Y., & Chang, C. (2012) · Management Decision · doi:10.1108/00251741211216250 · Cited by 1,370
Cheah, J.-H., Sarstedt, M., Ringle, C. M., Ramayah, T., & Ting, H. (2018) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-10-2017-0649 · Cited by 566
Social identity perspective on brand loyalty
He, H., Li, Y., & Harris, L. (2012) · Journal of Business Research · doi:10.1016/j.jbusres.2011.03.007 · Cited by 561
Jin, N. P., Lee, S., & Lee, H. (2015) · International Journal of Tourism Research · doi:10.1002/jtr.1968 · Cited by 463
Kim, H., & Niehm, L. S. (2009) · Journal of Interactive Marketing · doi:10.1016/j.intmar.2009.04.009 · Cited by 425
Metadata
- Authors
- Tam, J. L. M.
- Venue
- Journal of Marketing Management
- Publisher
- Informa UK Limited
- Published
- 2004-08
- Volume
- 20
- Issue
- 7-8
- Pages
- 897-917
- ISSN
- 0267-257X (ISSN-L)
- 1472-1376
- OpenAlex
- W1996409842
- Cited by
- 579
- References
- 2
- FWCI
- 9.33
- Type
- journal article
- Language
- en
- Open access
- closed
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- Tam, J. L. M. (2004). Customer Satisfaction, Service Quality and Perceived Value: An Integrative Model. Journal of Marketing Management. https://doi.org/10.1362/0267257041838719
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.
