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.
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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 Type:||Conference Item (Refereed Research Paper - E1)|
|Keywords:||customer service, value, satisfaction, performance, expectation, competitiveness|
|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%|