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  • Authors: Nguyễn, Xuân Nhĩ;  Advisor: Bùi, Quang Thông; Nguyen, Doan (2019)

    As markets become increasingly competitive, service quality has become not only a differentiating point for customer oriented firms, but also a critical element for firms to sustain their competitive advantage (Kumar and Reinartz, 2016). However, not all firms understand the importance of service quality, especially in professional business-to-business (B2B) services (Brady and Cronin, 2001; Cronin, Brady and Hult, 2000; Keh and Pang, 2010). Therefore, this thesis investigates factors within service quality that influence customer perceived value (CPV), and in turn lead to customer satisfaction, word of mouth and repurchase intention (Kumar and Reinartz, 2016; Lemon, Rust and Zeithaml...