Service quality, customer satisfaction, and customer value: A holistic perspective

The author proposes and tests an integrative model of service quality, customer value, and customer satisfaction. Using a sample from the luxury segment of the hotel industry, this study provides preliminary results supporting a holistic approach to hospitality customers’ postpurchase decision-makin...

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Bibliographic Details
Published inInternational journal of hospitality management Vol. 18; no. 1; pp. 67 - 82
Main Author Oh, Haemoon
Format Journal Article
LanguageEnglish
Published Elsevier Ltd 01.03.1999
Subjects
Customer satisfaction
Customer value
Perception
Price
Purchase decision
Service quality
Word-of-mouth communication
Customer value
Price
Customer satisfaction
Word-of-mouth communication
Perception
Purchase decision
Service quality
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Summary:The author proposes and tests an integrative model of service quality, customer value, and customer satisfaction. Using a sample from the luxury segment of the hotel industry, this study provides preliminary results supporting a holistic approach to hospitality customers’ postpurchase decision-making process. The model appears to possess practical validity as well as explanatory ability. Implications are discussed and suggestions are developed for both marketers and researchers.
ISSN:0278-4319
1873-4693
DOI:10.1016/S0278-4319(98)00047-4