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Do perceived service value, quality, price fairness and service recovery shape customer satisfaction and delight? A practical study in the service telecommunication context

This study develops and tests a set of new factors which shapes both customer satisfaction and delight within the UAE setting. The factors include perceived service value, perceived service quality, perceived price fairness in addition to perceived service recovery. | Do perceived service value quality price fairness and service recovery shape customer satisfaction and delight A practical study in the service telecommunication context Uncertain Supply Chain Management 8 2020 Contents lists available at GrowingScience Uncertain Supply Chain Management homepage www.GrowingScience.com uscm Do perceived service value quality price fairness and service recovery shape customer satisfaction and delight A practical study in the service telecommunication context Haitham Alzoubia Muhammad Alshuridehb Barween Al Kurdic and Mohammad Inairata a Skyline University College United Arab Emirates b University of Sharjah United Arab Emirates c Amman Arab University Jordan CHRONICLE ABSTRACT Article history Customer focus strategy has shifted the way the businesses shape their customer satisfaction. Received November 29 2019 Service oriented companies in general have been given a great emphasis and a significance Received in revised format care to both customer satisfaction and customer delight lately. However the management January 31 2019 decision of what to offer to gain customer happiness is still a challenge issue. To test such Accepted February 20 2020 Available online issue this study develops and tests a set of new factors which shapes both customer satisfaction February 20 2020 and delight within the UAE setting. The factors include perceived service value perceived Keywords service quality perceived price fairness in addition to perceived service recovery. Data were Customer Delight collected through survey using a structured questionnaire distributed to 420 customers over all Customer Satisfaction 28 branches of Etisalat Company in Dubai. 350 valid questionnaires were analyzed using factor Service Value analysis along with correlation and regression. The results of the study indicate that perceived Service Quality service value perceived service quality perceived price fairness and perceived service Service Recovery recovery could be .