Customer satisfaction, service quality and perceived value: an integrative model

Article Abstract:

Marketers secure competitive advantage from the relationships between customer satisfaction, service quality and perceived value. A survey of customers of restaurants seeks to understand these relationships and how they affect post purchase behaviour. The finding is that customer satisfaction and perceived value significantly guide post-purchase behaviour.

Hong Kong, Consumer Behavior, Customer Relations, Marketing, Surveys, Study and teaching, Company marketing practices, Consumer behaviour

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Modeling consumer satisfaction and word-of-mouth: restaurant patronage in Korea

Article Abstract:

The impact of services of South Korean restaurants, on consumer satisfaction, is examined. Structural equation analysis is used for the study.

South Korea, Usage, Lattice theory

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The power of explanations in mitigating the ill-effects of service failures

Article Abstract:

The factors influencing the customers' perception of services in restaurants is analyzed.

United Kingdom, Psychological aspects, Customer service, Perception, Perception (Psychology), Support services

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