Service quality and satisfaction the moderating role of value
Service quality and satisfaction – the moderating role of value
A. Caruana, A.H. Money and P.R. Berthon, European Journal of Marketing (UK), Vol. 34 No. 11/12, 2000
Puts forward a model to show the interrelationships between service quality,satisfaction and value. Begins by reviewing the literature on service quality,customer satisfaction and the concept of value and then goes on to develop a research model. Tests this by means of an exploratory research design involving personal interviews with a cross-section of 80 senior managers among clients of a major auditing firm. Based on the findings, suggests that the effect of quality on satisfaction is moderated by value such that if prices are high, this may result in a negative effect on satisfaction even though service quality is perceived to be high.
Quality focus says: A theoretical article which is strong on practical implications.
