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Author(s): |
Tang Yao, School of Economics and Management, Beihang University, Beijing 100191, China
Qiuying Zheng, School of Management, Beijing University of Chinese Medicine, Beijing 100029, China
Qi Qiu, Business School, University of International Business and Economics, Beijing 100029, China
Huarui Cao, Managemant School, Tianjin Normal University, Tianjin 300074, China |
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Abstract: |
A Meta-viewed customer
satisfaction model is developed and tested in this research in order to know
how customer’s perceived value, defined in terms of benefits and sacrifices,
systematically influences customer’s satisfaction in service. By using meta-analytical
method, the empirical generation results of 57quantitative studies till 2011
reveal that not only value construct as a whole can influence customer’s
satisfaction, but also the benefits and sacrifices parts of it can influence
satisfaction directly and separately.
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