The value-expectations model: a service industry relationship for targeting customers

Hamilton, John, and Tee, Singwhat (2009) The value-expectations model: a service industry relationship for targeting customers. In: Proceedings of the Ninth International Conference on Electronic Business (9), pp. 929-931. From: Ninth International Conference on Electronic Business, 30 November 2009 - 4 December 2009, Macau, China.

[img] PDF (Published Version)
Restricted to Repository staff only

View at Publisher Website: http://dse.baf.cuhk.edu.hk/iceb/

Abstract

This study builds an equation relating business service expectation options (measured as expectation intention and expectation extension) against three multi-dimensional customer perceived value dimensions (measured as performance, service and satisfaction). The model is suitable for investigation of customer perceived service value under structural equation modeling approaches.

Item ID: 7881
Item Type: Conference Item (Refereed Research Paper - E1)
Keywords: customer service, value, satisfaction, performance, expectation, competitiveness
Related URLs:
ISSN: 1683-0040
Date Deposited: 11 Jan 2010 03:24
FoR Codes: 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1503 Business and Management > 150301 Business Information Management (incl Records, Knowledge and Information Management, and Intelligence) @ 70%
15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1503 Business and Management > 150399 Business and Management not elsewhere classified @ 30%
SEO Codes: 89 INFORMATION AND COMMUNICATION SERVICES > 8903 Information Services > 890399 Information Services not elsewhere classified @ 100%
Downloads: Total: 2
More Statistics

Actions (Repository Staff Only)

Item Control Page Item Control Page