政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/12496
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    Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/12496


    Title: Service Quality Trust Specific Asset Investment and Expertise: Direct and Indirect Effects in a Satisfaction-Loyalty Framework
    Authors: 邱志聖
    Chiou, Jyh-Shen;Droge, Cornelia
    Keywords: Portals;Trust;Assets management;Loyalty schemes
    Date: 2006-01
    Issue Date: 2008-12-03 13:54:16 (UTC+8)
    Abstract: This study proposes an integrated framework explaining loyalty responses in high-involvement, high-service luxury product markets. The model is rooted in the traditional (attribute satisfaction)-(overall satisfaction)-(loyalty) chain but explicitly incorporates facility versus interactive service quality, trust, specific asset investment (SAI), and product-market expertise. The authors focus on disentangling the direct versus indirect effects of model constructs on attitudinal versus behavioral loyalty responses. The results support the traditional chain but also show loyalty can be increased by building a trustworthy image and creating exchange-specific assets. The authors found that overall satisfaction is the precursor both to loyalty and to building SAI. Finally, consumers have different costs in reducing adverse selection problems with information, and thus the negative effect of product-market expertise on behavioral loyalty needs to be controlled if the direct versus indirect effects of model constructs on loyalty are to be disentangled.
    Relation: Journal of the Academy of Marketing Science, 34(4), 613-627
    Data Type: article
    DOI link: http://dx.doi.org/10.1177/0092070306286934
    DOI: 10.1177/0092070306286934
    Appears in Collections:[Department of International Business] Periodical Articles

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