An Integrated Framework for Service Quality, Customer Value, Satisfaction: Evidence from China's Telecommunication Industry

Volume: 6, Issue: 4, Pages: 325 - 340
Published: Dec 1, 2004
Abstract
Service quality, customer satisfaction and customer value have become the priority of both manufacturers and service provider in the increasingly intensified competition for customers in today's customer-centered era. However, findings regarding service quality, customer satisfaction and customer value are rather divergent and related studies are fragmented, especially for the complicated interrelationships among them. Thus, less is known about...
Paper Details
Title
An Integrated Framework for Service Quality, Customer Value, Satisfaction: Evidence from China's Telecommunication Industry
Published Date
Dec 1, 2004
Volume
6
Issue
4
Pages
325 - 340
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