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A Multistage Model of Customers' Assessments of Service Quality and Value

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Author Info
Bolton, Ruth N
Drew, James H

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Abstract

This article develops a model of how customers with prior experiences and expectations assess service performance levels, overall service quality, and service value. The model is applied to residential customers' assessments of local telephone service. The model is estimated with a two-stage least squares procedure through survey data. Results indicate that residential customers' assessments of quality and value are primarily a function of disconfirmation arising from discrepancies between anticipated and perceived performance levels. However, perceived performance levels also were found to have an important direct effect on quality and value assessments. Copyright 1991 by the University of Chicago.

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Publisher Info
Article provided by University of Chicago Press in its journal Journal of Consumer Research.

Volume (Year): 17 (1991)
Issue (Month): 4 (March)
Pages: 375-84
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Handle: RePEc:ucp:jconrs:v:17:y:1991:i:4:p:375-84

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  3. Hans H. Bauer & Maik Hammerschmidt, 2004. "Developing And Validating A Quality Assessment Scale For Web Portals," Microeconomics 0402007, EconWPA. [Downloadable!]
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  6. Ting-Hua Chang & Jun-Yen Lee & Ru-Hwa Chen, 2008. "The Effects of Customer Value on Loyalty and Profits in a Dynamic Competitive Market," Computational Economics, Springer, vol. 32(3), pages 317-339, October. [Downloadable!] (restricted)
  7. Fernandes, Joana Cosme & Lages, Luis Filipe, 2002. "The SERPVAL scale: a multi-item scale for measuring service personal values," FEUNL Working Paper Series wp423, Universidade Nova de Lisboa, Faculdade de Economia. [Downloadable!]
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  11. Roest, H. & Koelemeijer, K., 1993. "Framing Perceived Service Quality and Related Constructs : A Multilevel Approach," Research Memorandum 591, Tilburg University, Faculty of Economics and Business Administration. [Downloadable!]
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