Measuring Customer Value and Satisfaction in Services Transactions, Scale Development, Validation and Cross-Cultural Comparison

International Journal of Consumer Studies, Vol. 31, No. 6, pp. 554-564, November 2007

11 Pages Posted: 11 Dec 2007

See all articles by Andreas Herrmann

Andreas Herrmann

University of St. Gallen - MCM Institute

Stephan C. Henneberg

affiliation not provided to SSRN

Abstract

Customer value and customer satisfaction are pivotal but at the same time elusive concepts in services marketing theory. This paper focuses on discussing the relationship between these two concepts. We propose operationalization by developing and testing scales, especially operational indicators, for important dimensions and drivers of the services-value construct. A multitrait-multimethod design is used to test the robustness of the operationalization. Furthermore, a cross-cultural data set is used to explore country influences using confirmatory factor analysis and structural equation models. Results indicate that the measurement construct is robust and useful in country-comparative studies.

Suggested Citation

Herrmann, Andreas and Henneberg, Stephan C., Measuring Customer Value and Satisfaction in Services Transactions, Scale Development, Validation and Cross-Cultural Comparison. International Journal of Consumer Studies, Vol. 31, No. 6, pp. 554-564, November 2007, Available at SSRN: https://ssrn.com/abstract=1061954 or http://dx.doi.org/10.1111/j.1470-6431.2007.00596.x

Andreas Herrmann

University of St. Gallen - MCM Institute ( email )

Blumenbergplatz 9
CH-9000 St. Gallen
Switzerland
+41-71-224-3026 (Phone)

Stephan C. Henneberg

affiliation not provided to SSRN

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