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

Authors
Lee Y.-K.Lee Y.Lee K.A.Park D.-H.Moon H.
Issue Date
Jul-2004
Keywords
Customer satisfaction; Service quality; Service value; Servperf; Servqual
Citation
International Journal of Hospitality and Tourism Administration, v.5, no.1, pp.67 - 86
Journal Title
International Journal of Hospitality and Tourism Administration
Volume
5
Number
1
Start Page
67
End Page
86
URI
https://scholarworks.sookmyung.ac.kr/handle/2020.sw.sookmyung/16111
DOI
10.1300/J149v05n01_04
ISSN
1525-6480
Abstract
The authors examined the degree of discrepancy between customers' perceptions and expectations for hotel service quality. This research finds that customers have negative disconformation, that is, the degree of expected service quality is higher than the perceived service quality. Nevertheless, the findings show high customer satisfaction. The authors report that this phenomenon is explained by the notion that service value plays a key role as a mediating variable in the relationship between service quality and customer satisfaction. © 2004 by The Haworth Press, Inc. All rights reserved.
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