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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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 (Research - E1) |
| ISSN: | 1683-0040 |
| Keywords: | customer service, value, satisfaction, performance, expectation, competitiveness |
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| 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% |
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