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Title: Customer satisfaction, service quality and perceived value : an integrative model
Authors: Tam, JLM 
Issue Date: 2004
Source: Journal of marketing management, 2004, v. 20, no. 7-8, p. 897-917
Abstract: The present study examines the relationships among customer satisfaction, service quality and perceived value. These variables are increasingly recognised as being sources of competitive advantage. However, little empirical research has been conducted to examine these variables simultaneously and their relationships with post-purchase behaviour. The present study was therefore designed to develop an understanding of the relationships among these variables and their influence on postpurchase behaviour. An integrative model was developed and tested using data collected from customers in the restaurant industry. The results reveal that customer satisfaction and perceived value significantly influence post-purchase behaviour. Implications of the findings and areas for future research are discussed.
Keywords: Customer satisfaction
Service quality
Perceived value
Publisher: Routledge, Taylor & Francis Group
Journal: Journal of marketing management 
ISSN: 0267-257X
EISSN: 1472-1376
DOI: 10.1362/0267257041838719
Appears in Collections:Journal/Magazine Article

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