Different authors suggest that personal values (as opposed to economic values of objects) are important antecedents of service satisfaction. This paper seeks to investigate empirically two specific processes that relate personal values to satisfaction with (financial) services (the value percept disparity model and the (value) disconfirmation model).

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Keywords Belgium, customer satisfaction, financial services, individual perception
Persistent URL dx.doi.org/10.1108/02652320710772961, hdl.handle.net/1765/18657
Citation
Bloemer, J., & Dekker, D.J.. (2008). Effects of personal values on customer satisfaction: An empirical test of the value percept disparity model and the value disconfirmation model. International Journal of Bank Marketing: for the financial services sector, 25(5), 276–291. doi:10.1108/02652320710772961