政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/12496

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政大機構典藏 > 商學院 > 國際經營與貿易學系 > 期刊論文 > Item 140.119/12496

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题名:	Service Quality Trust Specific Asset Investment and Expertise: Direct and Indirect Effects in a Satisfaction-Loyalty Framework
作者:	邱志聖 Chiou, Jyh-Shen;Droge, Cornelia
关键词:	Portals;Trust;Assets management;Loyalty schemes
日期:	2006-01
上传时间:	2008-12-03 13:54:16 (UTC+8)
摘要:	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.
關聯:	Journal of the Academy of Marketing Science, 34(4), 613-627
数据类型:	article
DOI 連結:	http://dx.doi.org/10.1177/0092070306286934
DOI:	10.1177/0092070306286934
显示于类别:	[國際經營與貿易學系 ] 期刊論文

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