Measuring customer value and satisfaction in services transactions, scale development, validation and cross‐cultural comparison

Frank Hüber · Andreas Peter Herrmann · Stephan C. M. Henneberg

71 citations0/0 files storedInternational Journal of Consumer Studies

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Service and Product Innovation

Abstract

Abstract Customer value and customer satisfaction are pivotal but at the same time elusive concepts in services marketing theory. This paper focuses on discussing the relationship between these two concepts. We propose operationalization by developing and testing scales, especially operational indicators, for important dimensions and drivers of the services‐value construct. A multitrait‐multimethod design is used to test the robustness of the operationalization. Furthermore, a cross‐cultural data set is used to explore country influences using confirmatory factor analysis and structural equation models. Results indicate that the measurement construct is robust and useful in country‐comparative studies.

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence 1989Structural Equations with Latent Variables 1991Structural Equations with Latent Variables.2003Evolving to a New Dominant Logic for Marketing 2025Advances in Consumer Research 1992Measuring Service Quality: A Reexamination and Extension 2001Consumer perceived value: The development of a multiple item scale

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