The Link between Perceived Service Value and Customer Satisfaction

Gudergan, S; Ellis, R

The Link between Perceived Service Value and Customer Satisfaction

Gudergan, S Ellis, R

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Publisher:: Westburn Publishers Ltd
Publication Type:: Journal Article
Citation:: Journal of Customer Behaviour, 2007, 6 (3), pp. 249 - 267
Issue Date:: 2007-01

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Field	Value	Language
dc.contributor.author	Gudergan, S	en_US
dc.contributor.author	Ellis, R	en_US
dc.date.issued	2007-01	en_US
dc.identifier.citation	Journal of Customer Behaviour, 2007, 6 (3), pp. 249 - 267	en_US
dc.identifier.issn	1475-3928	en_US
dc.identifier.uri	http://hdl.handle.net/10453/5266
dc.description.abstract	We advance a conceptual model that describes the mental mathematics by which customers compute their level of service satisfaction, incorporating three constructs: expected service consequences, perceived service consequences and perceived service value. The model integrates prospect theory, mental accounting and equity theory in order to enhance the theoretical understanding of customer evaluation processes and judgments in service consumption experiences. It conceptualises the relationship between particular combinations of expected and perceived consequences and perceived value as asymmetric and nonlinear, and suggests how the relationship between perceived value and customer satisfaction is modelled taking a distributive justice reasoning. Our work differs from existing frameworks in that we propose that (1) satisfaction judgments are affected by customer perceptions of service value, (2) these value perceptions increase with increases in initial expectations about service related consequences, and therefore (3) satisfaction actually increases with increases in these initial service related expectations.	en_US
dc.publisher	Westburn Publishers Ltd	en_US
dc.relation.ispartof	Journal of Customer Behaviour	en_US
dc.title	The Link between Perceived Service Value and Customer Satisfaction	en_US
dc.type	Journal Article
utslib.citation.volume	3	en_US
utslib.citation.volume	6	en_US
utslib.for	150501 Consumer-Oriented Product or Service Development	en_US
utslib.for	1505 Marketing	en_US
pubs.embargo.period	Not known	en_US
pubs.organisational-group	/University of Technology Sydney
pubs.organisational-group	/University of Technology Sydney/Faculty of Business
utslib.copyright.status	closed_access
pubs.consider-herdc	true	en_US
pubs.issue	3	en_US
pubs.volume	6	en_US

Abstract:

We advance a conceptual model that describes the mental mathematics by which customers compute their level of service satisfaction, incorporating three constructs: expected service consequences, perceived service consequences and perceived service value. The model integrates prospect theory, mental accounting and equity theory in order to enhance the theoretical understanding of customer evaluation processes and judgments in service consumption experiences. It conceptualises the relationship between particular combinations of expected and perceived consequences and perceived value as asymmetric and nonlinear, and suggests how the relationship between perceived value and customer satisfaction is modelled taking a distributive justice reasoning. Our work differs from existing frameworks in that we propose that (1) satisfaction judgments are affected by customer perceptions of service value, (2) these value perceptions increase with increases in initial expectations about service related consequences, and therefore (3) satisfaction actually increases with increases in these initial service related expectations.

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http://hdl.handle.net/10453/5266