The roles of service encounters, service value, and job satisfaction in achieving customer satisfaction in business relationships

Along with variables like the service process, perceived service value and customer satisfaction, job satisfaction of service employees plays a vital role in customer evaluation of service result. However, there has been little in-depth research into the nature of this relation, in particular in the...

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Bibliographic Details
Published in:Industrial marketing management 2008-11, Vol.37 (8), p.921-939
Main Authors: Gil, Irene, Berenguer, Gloria, Cervera, Amparo
Format: Article
Language:English
Subjects:
Banking industry
Business community
Business services
Business to business commerce
Customer satisfaction
Customers
Employees
Financial sector
Job satisfaction
Job satisfaction of service employees
Perception
Reliability
Service encounter
Service industry
Service value
Studies
Validity
Valuation
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Summary:Along with variables like the service process, perceived service value and customer satisfaction, job satisfaction of service employees plays a vital role in customer evaluation of service result. However, there has been little in-depth research into the nature of this relation, in particular in the context of B2B relations. In the sphere of an organization providing financial intermediation services to the banking sector and on the basis of a literature review, hypotheses are developed which establish the mediator role of service value and the moderator role of job satisfaction of service employees when delimiting customer satisfaction. Reliability and validity analysis give satisfactory results and our conclusions establish firstly that service encounter directly and significantly affects perceived service value which is the final antecedent to customer satisfaction and secondly, that the level of employment satisfaction moderates its effect on service value.
ISSN:0019-8501
1873-2062
DOI:10.1016/j.indmarman.2007.06.008