| dc.contributor | 企管系 | |
| dc.creator (作者) | Bei, Lien-Ti;Chiao, Yu-Chungh | |
| dc.creator (作者) | 別蓮蒂 | zh_TW |
| dc.date (日期) | 2006 | |
| dc.date.accessioned | 2-Sep-2015 16:25:59 (UTC+8) | - |
| dc.date.available | 2-Sep-2015 16:25:59 (UTC+8) | - |
| dc.date.issued (上傳時間) | 2-Sep-2015 16:25:59 (UTC+8) | - |
| dc.identifier.uri (URI) | http://nccur.lib.nccu.edu.tw/handle/140.119/78202 | - |
| dc.description.abstract (摘要) | The purpose of this study is to investigate how customers` perceptions of service quality, product quality, and price fairness influence their loyalty to a particular service provider. Based on the results of a pilot study, we have elected to study banks, auto repair and maintenance shops, and (gasoline) filling stations, each of which are characterized by differing degrees of intangible service provision. Our results show that customer satisfaction either fully or partially mediates the relationship between consumers` perceptions and their loyalty. The direct or indirect effects on customer loyalty of the perception of product and service quality, as well as of perceived price fairness, are related to the differing levels of intangible service associated with each of the three different service industries | |
| dc.format.extent | 229336 bytes | - |
| dc.format.mimetype | application/pdf | - |
| dc.relation (關聯) | International Journal of Commerce & Management, 16(3-4), 162-177 | |
| dc.subject (關鍵詞) | Consumer behaviour;Individual perception;Product quality;Customer loyalty;Service industries;Customer satisfaction;Pricing | |
| dc.title (題名) | THE DETERMINANTS OF CUSTOMER LOYALTY: AN ANALYSIS OF INTANGIBILE FACTORS IN THREE SERVICE INDUSTRIES | |
| dc.type (資料類型) | article | en |
| dc.identifier.doi (DOI) | 10.1108/10569210680000215 | |
| dc.doi.uri (DOI) | http://dx.doi.org/10.1108/10569210680000215 | |
