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Impact of service personal values on service value and customer loyalty: a cross-service industry study

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  • Le Hau
  • Pham Thuy

Abstract

This study investigates the customer’s perception of service value based on theory of personal values. A formative structural model is developed and tested using the data surveyed from three service industries in Vietnam. Results show a positive impact of service personal values on service value. Then, service value and satisfaction are proved as two mediating constructs in the impact of service personal values on customer loyalty. Satisfaction and loyalty are, thus, not only determined by the supplier’s service itself, but also the customer’s personal values. This consolidates the value co-creation perspective rather than the traditional value exchange in service research. Copyright Springer-Verlag 2012

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  • Le Hau & Pham Thuy, 2012. "Impact of service personal values on service value and customer loyalty: a cross-service industry study," Service Business, Springer;Pan-Pacific Business Association, vol. 6(2), pages 137-155, June.
    • Handle: RePEc:spr:svcbiz:v:6:y:2012:i:2:p:137-155
    DOI: 10.1007/s11628-011-0121-y
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    6. Chuah, Stephanie Hui-Wen & Marimuthu, Malliga & Kandampully, Jay & Bilgihan, Anil, 2017. "What drives Gen Y loyalty? Understanding the mediated moderating roles of switching costs and alternative attractiveness in the value-satisfaction-loyalty chain," Journal of Retailing and Consumer Services, Elsevier, vol. 36(C), pages 124-136.
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    8. Omigie, N. O., 2017. "Value-based Customers Satisfaction and Continuance Intention for Mobile Financial Services: the roles of Utilitarian, Hedonic, and Personal Values," 28th European Regional ITS Conference, Passau 2017 169490, International Telecommunications Society (ITS).
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