Digital Commons Network^™

고객 정보참여 행동의 결정요인과 관여의 조절역할, You Jae Yi, Soo Jin Lee

Asia Marketing Journal

The purpose of this study was to investigate the determinants of customers` information engagement, the behavior pattern from WOM to cooperation, and the moderator in the behavior pattern. The proposed three determinants, boundary personnel`s citizenship behavior, satisfaction, and commitment were significant antecedents to WOM, but not to cooperation. The path coefficient from WOM to cooperation was significant and hereby the voluntary level of cooperation was found as a higher level of voluntary behavior than WOM. Additionally, the path from WOM to cooperation was moderated by customer involvement, as the path coefficients from WOM to cooperation varied by the level of …

서비스산업에서 소비자의 정이 행위의도에 미치는 영향, Jong Hee Park, Do Yle Kim, Seon Hee Kim

Asia Marketing Journal

No abstract provided.

Finding The Sweet Spot: A Two Industry Study Using The Zone Of Tolerance To Identify Determinant Service Quality Attributes, Srinivas Durvasula, Antonio Lobo, Steven Lysonski, Subhash Mehta

Marketing Faculty Research and Publications

This paper makes a detailed comparison of two major financial services in Singapore: life insurance and stockbrokerage. Relationships of perceptions and expectations of service quality, mean service adequacy (MSA) and mean service superiority (MSS) with service satisfaction and loyalty are examined. Results indicate that the reliability aspect of service quality is strongly related to satisfaction and loyalty in the stockbrokerage industry, while the assurance aspect of service quality enjoyed a similar status in the life insurance industry. Results also confirm that while MSA and MSS both drive satisfaction and loyalty, perceptions of actual service have the strongest correlations with those …

Service Personalization And Loyalty, A. Dwayne Ball, Pedro S. Coelho, Manuel J. Vilares

Department of Marketing: Faculty Publications

Purpose:

To investigate the effect of service personalization on loyalty, and to measure some of the psychological dynamics of the process.

Methodology:

structural equation modeling.

Findings:

We show that the effect of service personalization on loyalty exists, but that the effect is not all direct. Personalization works through improving service satisfaction and trust. Personalization and improved communication act together in such a way that they account for the variance in loyalty that would be otherwise explained by corporate image.

Research limitations:

Data, though comprising a very large probability sample, are from one economic sector in one European country.

Practical implications: …

Consumer Expectation Formation In Health Care Services: A Psycho-Social Model, Kenneth Randall Russ

LSU Doctoral Dissertations

A psycho-social model of consumer expectation formation in a health care services context was developed and tested. A field study involving obstetrical patients (n=171) at a large women’s specialty hospital in the southeast was conducted. Initial support for the structural model which posits that consumer expectations in health care services are multidimensional involving role, process, outcome, and service quality was found. Furthermore, the research identified that the uncertainty of a health service encounter may cause certain consumer segments to choose coping strategies and expectation processes based on their locus of control orientation from along a continuum ranging from “approach-active” to …