The Value-Expectations Model: A Service Industry Relationship for Targeting Customers

Authors

John R. Hamilton, School of Business and IT, James Cook University, Cairns, AustraliaFollow
Sing What Tee, School of Business and IT, James Cook University, Cairns, AustraliaFollow

Document Type

Article

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.

Recommended Citation

Hamilton, John R. and Tee, Sing What, "The Value-Expectations Model: A Service Industry Relationship for Targeting Customers" (2009). ICEB 2009 Proceedings (Macau, SAR China). 124.
https://aisel.aisnet.org/iceb2009/124