Exploring the Role of Service Value in the Relationship Between Service Quality and Customer Satisfaction
DOI: 10.1300/J149v05n01_04
Title: Exploring the Role of Service Value in the Relationship Between Service Quality and Customer Satisfaction
Journal Title: International Journal of Hospitality & Tourism Administration
Volume: Volume 5
Issue: Issue 1
Publication Date: July 2004
Start Page: 67
End Page: 86
Published online: 5 Oct 2008
ISSN: 1525-6480
Author: Yong-Ki Lee PhDa, Youngjae Lee PhDb, Kyung Ah Lee PhDc, Dae-Hwan Park PhDd & Hyungnam Moon PhDe
Affiliations:
a Department of Business Administration , Chungju National University , Korea
b Room Division, Hotel Lotte Seoul Jamsil Co. Ltd. , Korea
c School of Hotel & Restaurant Administration, Oklahoma State University. , Korea
d School of Hotel and Tourism , Youngsan University , Korea
e Graduate of Information and Communications, Sookmyung Women's University , Korea
Abstract: 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.
Accepted: 18 Dec 2003

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