Hotel Service Value Scale

What it measures

Operationalises the service quality -> customer value -> satisfaction -> behavioural intentions chain in hotel contexts. Oh's model demonstrates that perceived value partially mediates the relationship between service quality and satisfaction — an important advance over pure quality-satisfaction models. The scale captures how guests integrate quality perceptions with price paid to form a value judgment, which in turn drives satisfaction and post-stay intentions. The model establishes that value is not reducible to quality: a high-quality stay at excessive price may produce lower satisfaction than a moderate-quality stay at fair price, because value perceptions act as a crucial intermediary. Widely used in hotel, resort, and cruise research testing integrated customer experience models.

Representative items

• Overall, the quality of service at this hotel was high. (Service Quality)
• The hotel experience was of high quality overall. (Service Quality)
• Given the price paid, this hotel experience was good value. (Perceived Value)
• This hotel provided good value for my money. (Perceived Value)
• I am satisfied with my decision to stay at this hotel. (Customer Satisfaction)

Citation

Oh, H. (1999). Service quality, customer satisfaction, and customer value: A holistic perspective. International Journal of Hospitality Management, 18(1), 67–82.