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Service quality, customer satisfaction, and customer value: A holistic perspective · Study

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ArticleService quality, customer satisfaction, and customer value: A holistic perspective

Haemoon Oh1999

Article1999

Service quality, customer satisfaction, and customer value: A holistic perspective

1,086 citations·0/0 files stored·International Journal of Hospitality Management

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

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References

1988On the Evaluation of Structural Equation Models 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence 1979A Paradigm for Developing Better Measures of Marketing Constructs 1992Measuring Service Quality: A Reexamination and Extension 2010Satisfaction: a behavioral perspective on the consumer 1991Effects of Price, Brand, and Store Information on Buyers' Product Evaluations 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings

Cited by

2006How destination image and evaluative factors affect behavioral intentions?2007Measuring Experience Economy Concepts: Tourism Applications 2002Development of a Multi-Dimensional Scale for Measuring the Perceived Value of a Service 2005Service quality models: a review 2014What can big data and text analytics tell us about hotel guest experience and satisfaction?

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Papers that cite the same references — the relational fallback while embeddings are still backfilling.

2007The Relationships of Customer-Perceived Value, Satisfaction, Loyalty and Behavioral Intentionsarticle · 11 shared references 2010The impact of service encounter quality in service evaluation: evidence from a business‐to‐business contextarticle · 10 shared references 2009AN EMPIRICAL STUDY OF BEHAVIOURAL INTENTIONS IN THE TAIWAN HOTEL INDUSTRYthesis · 10 shared references 2011An examination of brand loyalty in the Indonesian hotel industrythesis · 10 shared references 2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environmentsarticle · 9 shared references 1997A cross‐sectional test of the effect and conceptualization of service valuearticle · 9 shared references

Details

Year1999

Typearticle

Published1999-03-01

VenueInternational Journal of Hospitality Management

ISSN-L0278-4319

Languageen

Citations1,086

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/s0278-4319(98)00047-4

openalex_workW2154403760

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2009

VALUE, SATISFACTION AND BEHAVIORAL INTENTIONS IN AN ADVENTURE TOURISM CONTEXT

2004The Roles of Quality, Value, and Satisfaction in Predicting Cruise Passengers’ Behavioral Intentions

2005The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market