Author:
Caruana Albert,Money Arthur H.,Berthon Pierre R.
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.
Cited by
270 articles.
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