| The impact of perceived quality and satisfaction on behavioral outcomes has been an important focus of service marketing research. Perceptions of service quality and satisfaction have a direct impact on desirable outcomes such as the consumer's intent to recommend the service. Perceived value is increasingly recognized as a source of competitive advantage, however, it has not been incorporated into the satisfaction and quality research stream. This research model has added perceived value to the constructs of quality and satisfaction by testing a model that depicts the relationship of perceived service quality, perceived satisfaction, and perceived value to the specific act of recommending a service. Results from testing this model show a positive correlation between all three variables and the intention to recommend. Based on the size of the coefficients, perceived value appears to be the most highly correlated with the intention to recommend followed by that of perceived satisfaction. |
