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首页> 外文期刊>International Journal of Consumer Studies >Measuring customer value and satisfaction in services transactions, scale development, validation and cross-cultural comparison
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Measuring customer value and satisfaction in services transactions, scale development, validation and cross-cultural comparison

机译：在服务交易，规模开发，验证和跨文化比较中衡量客户价值和满意度

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摘要

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.
机译：客户价值和客户满意度是关键，但同时在服务营销理论中却难以捉摸。本文重点讨论这两个概念之间的关系。我们建议通过开发和测试服务价值结构的重要维度和驱动因素的规模，尤其是运营指标来实现运营。多特征多方法设计用于测试操作性的鲁棒性。此外，使用跨文化数据集通过验证性因素分析和结构方程模型来探索国家的影响。结果表明，该度量结构在国家比较研究中是强大且有用的。

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