The value-expectations model: a service industry relationship for targeting customers

Hamilton, John, and Tee, Singwhat (2009) The value-expectations model: a service industry relationship for targeting customers. Proceedings of the Ninth International Conference on Electronic Business. Ninth International Conference on Electronic Business , 30 November 2009 - 4 December 2009, Macau, China , pp. 929-931.

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Abstract

This study builds an equation relating business service expectation options (measured as expectation intention and expectation extension) against three multi-dimensional customer perceived value dimensions (measured as performance, service and satisfaction). The model is suitable for investigation of customer perceived service value under structural equation modeling approaches.

ID Code:7881
Item Type:Conference Item (Refereed Research Paper - E1)
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Keywords:customer service, value, satisfaction, performance, expectation, competitiveness
FoR Codes:15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1503 Business and Management > 150301 Business Information Management (incl Records, Knowledge and Information Management, and Intelligence) @ 70%
15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1503 Business and Management > 150399 Business and Management not elsewhere classified @ 30%
SEO Codes:89 INFORMATION AND COMMUNICATION SERVICES > 8903 Information Services > 890399 Information Services not elsewhere classified @ 100%
Deposited On:11 Jan 2010 13:24
Last Modified:10 May 2011 11:02
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