An investigation of the influence of consumer value on service elements’ contributions to satisfaction
Résumé
The purpose of this study is to increase the understanding of how service elements contribute to consumer satisfaction by examining customer psychological segmentation. The author conducted an empirical investigation using a sample of 184 customers in the health and fitness industry, and applied the tetra-class model developed by Llosa (1996) in order to identify the contribution service elements make to satisfaction and to confirm the relevance of the logic of the four contributions. It then compared the service elements’ contributions by applying and extending the framework of Poubanne et al. A comparative analysis showed that the nature and intensity of consumption value strongly influence the role of service elements, which reinforces the necessity to consider consumers’ satisfaction and consumption value simultaneously.