6533b825fe1ef96bd1281cb8
RESEARCH PRODUCT
Measuring customer value and satisfaction in services transactions, scale development, validation and cross-cultural comparison
Andreas HerrmannStephan C. HennebergFrank Hubersubject
MarketingEconomics and EconometricsService qualityVoice of the customerOperationalizationKnowledge managementComputer sciencebusiness.industryPublic Health Environmental and Occupational HealthServices marketingStructural equation modelingConfirmatory factor analysisCustomer satisfactionMarketingbusinessCustomer intelligenceApplied Psychologydescription
Customer value and customer satisfaction are pivotal but at the same time elusive concepts in services marketing theory. This paper focuses on discussing the relationship between these two concepts. We propose operationalization by developing and testing scales, especially operational indicators, for important dimensions and drivers of the services-value construct. A multitrait-multimethod design is used to test the robustness of the operationalization. Furthermore, a cross-cultural data set is used to explore country influences using confirmatory factor analysis and structural equation models. Results indicate that the measurement construct is robust and useful in country-comparative studies.
| year | journal | country | edition | language |
|---|---|---|---|---|
| 2007-11-01 | International Journal of Consumer Studies |