Please use this identifier to cite or link to this item:
https://www.um.edu.mt/library/oar/handle/123456789/17217| Title: | Service quality and satisfaction - the moderating role of value |
| Authors: | Caruana, Albert Money, Arthur H. Berthon, Pierre |
| Keywords: | Customer services -- Quality control Service industries -- Marketing Consumer satisfaction Regression analysis |
| Issue Date: | 2000 |
| Publisher: | MCB UP Ltd. |
| Citation: | Caruana, A., Money, A. H., & Berthon, P. R. (2000). Service quality and satisfaction - the moderating role of value. European Journal of Marketing, 34(11/12), 1338-1353. |
| Abstract: | 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. |
| URI: | https://www.um.edu.mt/library/oar//handle/123456789/17217 |
| Appears in Collections: | Scholarly Works - FacMKSCC |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| OA - Service quality and satisfaction – the moderating role of value.pdf | 334.23 kB | Adobe PDF | View/Open |
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