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    题名: Does Customer Knowledge Affect How Loyalty is Formed?
    作者: Chiou,Jyh-Shen;Cornelia Droge;Sangphet Hanvanich
    邱志聖
    日期: 2002
    上传时间: 2008-12-03 13:53:51 (UTC+8)
    摘要: The authors first propose and test a cognitive-affective-conative baseline model: Perceived service quality (both tangible company-related and employee-related factors) is modeled antecedent to satisfaction and trust, which in turn are antecedents to customer loyalty responses (word of mouth and traditional loyalty). These relationships are then hypothesized to be moderated by high versus low knowledge, a moderation based on central versus peripheral processing. The results show that employee service quality has a greater impact than company service quality on trust and on satisfaction in both knowledge groups. The relationship of trust to word of mouth is both direct and indirect through satisfaction for both knowledge groups, but the relationship of trust to loyalty is both direct and indrect through satisfaction only for the high-knowledge group; for the low-knowledge group, the relationship of trust to loyalty is indirect only, through satisfaction.
    關聯: Journal of Service Research, 5(2), 113-124
    数据类型: article
    DOI 連結: http://dx.doi.org/10.1177/109467002237494
    DOI: 10.1177/109467002237494
    显示于类别:[國際經營與貿易學系 ] 期刊論文

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