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

@article{Wang2004AnIF,
  title={An Integrated Framework for Service Quality, Customer Value, Satisfaction: Evidence from China's Telecommunication Industry},
  author={Yonggui Wang and Hing-Po Lo and Yongheng Yang},
  journal={Information Systems Frontiers},
  year={2004},
  volume={6},
  pages={325-340}
}
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 the relative impacts of quality-related factors on… CONTINUE READING
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