Exploring the role of service value in the relationship between service quality and customer satisfaction

International Journal of Hospitality and Tourism Administration

Volumn 5, Issue 1, 2004, Pages 67-86

  Lee, Yong Ki ^a   Lee, Youngjae ^b   Lee, Kyung Ah ^c   Park, Dae Hwan ^d   Moon, Hyungnam ^e  

^a Chungju National University   (South Korea)

^b Hotel Lotte Seoul Jamsil Co Ltd   (South Korea)

^c OKLAHOMA STATE UNIVERSITY   (United States)

^d Youngsan University   (South Korea)

^e Sookmyung Women's University   (South Korea)

Author keywords

Customer satisfaction; Service quality; Service value; Servperf; Servqual

Indexed keywords

EID: 85008721592     PISSN: 15256480     EISSN: 15286499     Source Type: Journal    
DOI: 10.1300/J149v05n01_04     Document Type: Article

References (48)

1. Babakus, E., and Boller, G. W., 1992. An empirical assessment of the SERVQUAL scale. Journal of Business Research, 24(3):253–268.
2. Bearden, W. O., and Teel, J. E., 1983. Selected determinant of consumer satisfaction and complaint reports. Journal of Marketing Research, 20(1):21–28.
3. Bojanic, D. C., and Rosen, L. D., 1994. Measuring service quality in restaurants:An application of the SERVQUAL instrument. Hospitality Research Journal, 18(1):3–14.
4. Bolton, R. N., and Drew, J. H., A model of perceived service value. Efficiency and Effectiveness in Marketing:The 1988 AMA Educator's Proceedings. Edited by:Frazier, G., Ingene, C., Aaker, D., Ghosh, A., Kinner, T., Levy, S., Staelin, R., and Summers, J., pp.213Chicago, IL:American Marketing Association Series.
5. Bolton, R. N., and Drew, J. H., 1991a. A longitudinal analysis of the impact of service changes on customer attitudes. Journal of Marketing, 55(1):1–9.
6. Bolton, R. N., and Drew, J. H., 1991b. A multistage model of customers' assessments of service quality and value. Journal of Consumer Research, 17(4):375–384.
7. Bolton, R. N., and Drew, J. H., 1994. “Linking customer satisfaction to service operations and outcomes”. In Service quality:New directions in theory and practice, Edited by:Rust, R. T., and Oliver, R. L., 173–200. Thousand Oaks, CA:Sage Publications.
8. Brady, M. K., and Robertson, C. J., 1999. An exploratory study of service value in the United States and Ecuador. International Journal of Service Industry Management, 10(5):469–486.
9. Brady, M. K., Robertson, C. J., and Cronin, J. J., 2001. Managing behavioral intentions in diverse cultural environments:An investigation of service quality, service value, and satisfaction for American and Ecuadorian fast-food customers. Journal of International Management, 7(2):129–149.
10. Brand, R. R., Cronin, J. J., and Routledge, J. B., 1997. Marketing to older patients:Perceptions of service quality. Health Marketing Quarterly, 15(2):1–31.
11. Brown, S. W., and Swartz, T. A., 1989. A gap analysis of professional service quality. Journal of Marketing, 53(2):92–98.
12. Churchill, G. A., and Surprenant, C., 1982. An investigation into the determinants of customer satisfaction. Journal of Marketing Research, 19(4):491–504.
13. Cohen, J., and Cohen, P., 1983. Applied Multiple Regression/Correlation Analysis for the Behavioral Sciences, 2nd ed., Hillsdale, NJ:Lawrence Erlbaum Associates Publishers.
14. Cronin, J. J., Jr., Brady, M. K., Brand, R. R., Hightower, R., Jr. and Shemwell, D. J., 1997. A cross-sectional test of the effect and conceptualization of service value. The Journal of Services Marketing, 11(6):375–391.
15. Cronin, J. J., Jr. and Taylor, S. A., 1992. Measuring service quality:A reexamination and extension. Journal of Marketing, 56(3):55–68.
16. Cronin, J. J., Jr. and Taylor, S. A., 1994. SERVPERF versus SERVQUAL:Reconciling performance-based and perceptions-minus-expectations measurement of service quality. Journal of Marketing, 58(1):125–131.
17. Dodds, W. B., Monroe, K. B., and Grewal, D., 1991. Effects of price, brand and store information on buyers' product evaluations. Journal of Marketing Research, 28(3):307–319.
18. Fornell, C., 1992. A national customer satisfaction barometer:The Swedish experience. Journal of Marketing, 56(1):6–21.
19. Fornell, C., Johnson, M. C., Anderson, E. W., Cha, J., and Bryant, B. E., 1996. The American customer satisfaction index:Nature, purpose, and findings. Journal of Marketing, 60(4):7–18.
20. Hauser, J. R., and Urban, G. L., 1986. The value priority hypotheses for consumer budget plans. Journal of Consumer Research, 66:446–462.
21. Heskett, J. L., Sasser, W. E., Jr. and Hart, C. W. L., 1990. Service breakthroughs:Changing the rules of the game, New York:The Free Press.
22. Holbrook, M. B., 1994. “The nature of customer value”. In Service quality:New directions in theory and practice, Edited by:Rust, R. T., and Oliver, R. L., 21–71. London:Sage Publications.
23. Keaveney, S., 1987. “Adding value to services through contact personnel”. In Add Value to Your Service:The Key to Success, Edited by:Surprenant. 169–173. Chicago, IL:American Marketing Association.
24. Lee, H., and Kim, Y., 1999. Service quality and service value. Korean Journal of Marketing, 1(2):77–100.
25. Lee, H., Lee, Y., and Yoo, D., 2000. The determinants of perceived service quality and its relationship with satisfaction. The Journal of Services Marketing, 14(3):217–231.
26. Lee, Y., Park, D., and Yoo, D., 1999. The structural relationships between service orientation, mediators, and business performance in Korean hotel firms. Asia Pacific Journal of Tourism Research, 4(1):59–70.
27. Lee, M., and Ulgado, F. M., 1997. Consumer evaluations of fast-food services:A cross-national comparison. Journal of Services Marketing, 11(1):39–52.
28. Lee, Y., Yoo, D., and Lee, D., 1997. Market orientation and performance of hotel industry:Roles of job satisfaction and organizational commitment as intervening factors. Journal of Tourism Sciences, 21(1):49–65.
29. McAlexander, J. H., Kaldenberg, D. O., and Koenig, H. F., 1994. Service quality measurement. Journal of Health Care Marketing, 14(3):34–40.
30. Olshavsky, R. W., 1985. “Perceived quality in consumer decision making:An integrated theoretical perspective”. In Perceived Quality, Edited by:Jacoby, J., and Olson, J., Lexington, MA:Lexington Books.
31. Onkvist, S., and Shaw, J. J., The measurement of service value:Some methodological issues and models. Add Value to Your Service:6th Annual Services Marketing Proceedings. Edited by:Suprenant, C., Chicago, IL:American Marketing Association.
32. Ostrom, A., and Iacobucci, D., 1995. Consumer trade-offs and the evaluation of service. Journal of Marketing, 59(1):17–28.
33. Ostrowski, P. L., O'Brien, T. V., and Gordon, G. L., 1993. Service quality and customer loyalty in the commercial airline industry. Journal of Travel Research, 32(2):16–24.
34. Parasuraman, A., Acustomer-oriented organizational culture:A key to successful services. Creativity in Services Proceedings, 4th Annual Services Conference. pp.73–77. Chicago, IL:American Marketing Association.
35. Parasuraman, A., Zeithaml, V. A., and Berry, L. L., 1985. A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4):41–50.
36. Parasuraman, A., Zeithaml, V. A., and Berry, L., 1988. SERVQUAL:A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1):12–40.
37. Parasuraman, A., Zeithaml, V. A., and Berry, L., 1993. Research note:More on improving service quality measurement. Journal of Retailing, 69(1):140–147.
38. Patterson, P. G., and Spreng, R. A., 1997. Modeling the relationship between perceived value, satisfaction, and repurchase intentions in a business-to-business, services context:An empirical examination. International Journal of Service Industry Management, 8(5):414–434.
39. Rangaswamy, A., Burke, R. R., and Oliva, T. A., 1993. Brand equity and the extendibility of brand names. International Journal of Research in Marketing, 10(1):61–75.
40. Roest, H., and Pieters, R., 1997. The nomological net of perceived service quality. International Journal of Service Industry Management, 8(4):335–351.
41. Spreng, R. A., Dixon, A. L., and Olshavsky, R. W., 1993. The impact of perceived value on consumer satisfaction. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 6:50–55.
42. Sweeney, J. C., Soutar, G. N., and Johnson, L. W., 1999. The role of perceived risk in the quality-value relationship:A study in a retail environment. Journal of Retailing, 75(1):77–105.
43. Thompson, P., DeSouza, G., and Gale, B. T., 1985. The Strategic Management of Service Quality, Cambridge, MA:The Strategic Planning Institute. PIMSLETTER No. 33
44. Woodruff, R. B., Cadotte, E. R., and Jenkins, R. L., 1983. Modeling consumer satisfaction processes using experience-based norms. Journal of Marketing Research, 20(3):296–304.
45. Yoo, J., Lee, Y., and Lee, Y., 2000. The impact of service orientation on employee satisfaction by hotel grade. Journal of Tourism Sciences, 23(2):138–155.
46. Zeithaml, V. A., 1988. Consumer perceptions of price, quality, and value:A means-end model and synthesis of evidence. Journal of Marketing, 52(3):2–22.
47. Zeithaml, V. A., Berry, L. L., and Parasuraman, A., 1988. Communication and control processes in the delivery of service quality. Journal of Marketing, 52(2):35–48.
48. Zins, A. H., 2001. Relative attitudes and commitment in customer loyalty models. International Journal of Service Industry Management, 12(3):269–294.