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A Re‐examination Of The Relationship Between Value, Satisfaction And Intention In Business Services

Graham Whittaker, Lesley Ledden, S. Kalafatis
Published 2007 · Business

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Purpose – The objectives of this paper are twofold: to add to the debate regarding conceptualisation and operationalisation of value within a professional service domain, and to contribute to the relatively sparse literature dealing with the functional relationship between determinants and outcomes of value with specific emphasis on the value to satisfaction and intention to re‐purchase relationship in professional services.Design/methodology/approach – A theoretically grounded model has been developed that comprises three antecedents of value (conceptualised as a higher order construct of six dimensions) and satisfaction both of which impact on intention. The model has been tested, using partial least squares, on 78 responses obtained through an email survey carried out amongst executives of the top 300 UK‐based companies listed in the Times 1,000.Findings – The results indicate that although perceived value is a multi‐dimensional construct treating value as a unified construct may lead to confounding ef...
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