search query: @indexterm SERVICE QUALITY / total: 221
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| Author: | Caruana, A. Money, A.H. Berthon, P.R. |
| Title: | Service quality and satisfaction - the moderating role of value |
| Journal: | European Journal of Marketing
2000 : VOL. 34:11-12, p. 1338-1352 |
| Index terms: | CONSUMER SATISFACTION REGRESSION ANALYSIS SERVICE MARKETING SERVICE QUALITY |
| Freeterms: | VALUE |
| Language: | eng |
| 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 moderated regression confirming such a role for value are reported. Implications are drawn and opportunities for further research are highlighted. |
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