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December 21, 2014

Canadian Excellence

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Terrence Levesque

Customer satisfaction with services: putting perceived value into the equation (ABSTRACT)


McDougall, G., & Levesque, T.

published: 2000 | Research publication | Refereed Journals - Marketing

McDougall, G., & Levesque, T. (2000). "Customer satisfaction with services: putting perceived value into the equation". Journal of Services Marketing, 14 (5), 392.



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 4 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. The 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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revised Jan 7/05

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