Exploring the Role of Service Value in the Relationship Between Service Quality and Customer Satisfaction

The authors examined the degree of discrepancy between customers' perceptions and expectations for hotel service quality. This research finds that customers have negative disconformation, that is, the degree of expected service quality is higher than the perceived service quality. Nevertheless,...

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Bibliographic Details
Published in:International Journal of Hospitality & Tourism Administration 2004-07, Vol.5 (1), p.67-86
Main Authors: Lee, Yong-Ki, Lee, Youngjae, Lee, Kyung Ah, Park, Dae-Hwan, Moon, Hyungnam
Format: Article
Language:English
Subjects:
customer satisfaction
Economic sociology
Production. Distribution. Advertising
Service quality
service value
SERVPERF
SERVQUAL
Sociology
Sociology of economy and development
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Summary:The authors examined the degree of discrepancy between customers' perceptions and expectations for hotel service quality. This research finds that customers have negative disconformation, that is, the degree of expected service quality is higher than the perceived service quality. Nevertheless, the findings show high customer satisfaction. The authors report that this phenomenon is explained by the notion that service value plays a key role as a mediating variable in the relationship between service quality and customer satisfaction.
ISSN:1525-6480
1525-6499
DOI:10.1300/J149v05n01_04