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).

, , ,
doi.org/10.1108/02652320710772961, hdl.handle.net/1765/18657
Econometric Institute Reprint Series
International Journal of Bank Marketing: for the financial services sector
Erasmus School of Economics

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