The Mediating Effect of Perceived Value on the Relationship between Service Encounter Quality and Satisfaction: Evidence from Luxury Town Hotels in Kenya

Wanjiku Ng’ang’a. K; Justus M. Munyoki; Francis Kibera; Ganesh P. Pokhariyal

Volume 7, Issue 1 , January 2020, , Pages 1-19

  The main objective of this study was to determine the mediating effect of perceived value on the relationship between service encounter quality and customer satisfaction. The study was anchored on the value percept theory and the service encounter needs theory. Literature from preceding correlated studies ...  Read More