A Meta-Analysis of Value-Driven Service Customer Satisfaction

A value-driven service satisfaction model is developed and tested in this research in order to know how customer´s perceived value, defined in terms of benefits and sacrifices, systematically influences customer´s satisfaction in service. By using meta-analytical method, the empirical generation results of 57 quantitative studies from 1980 to 2007 reveal that not only value construct as a whole can influence customer´s satisfaction, but also the benefits and sacrifices parts of it can influence satisfaction directly and separately.