IEEE - Institute of Electrical and Electronics Engineers, Inc. - The Impact of Service Quality, Customer Satisfaction and Customer Loyalty in the Travel Agency Sector: Moderating Effect of Perceived Value

2011 International Conference on Management and Service Science (MASS 2011)

Author(s): Nien-Te Kuo ; Kuo-Chien Chang ; Chia-Hui Lai ; Yi-Sung Cheng
Publisher: IEEE - Institute of Electrical and Electronics Engineers, Inc.
Publication Date: 1 August 2011
Conference Location: Wuhan, China, China
Conference Date: 12 August 2011
Page(s): 1 - 6
ISBN (CD): 978-1-4244-6580-4
ISBN (Electronic): 978-1-4244-6581-1
ISBN (Paper): 978-1-4244-6579-8
DOI: 10.1109/ICMSS.2011.5998716
Regular:

This study contributes to a conceptual model that, reflecting the mediating role of customer satisfaction and the moderating role of perceived value, indicates the effect of service quality on... View More

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