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題名 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
關鍵詞 Portals; Trust; Assets management; Loyalty schemes
日期 2006-01
上傳時間 3-Dec-2008 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
資料類型 article
DOI http://dx.doi.org/10.1177/0092070306286934
dc.creator (作者) 邱志聖zh_TW
dc.creator (作者) Chiou, Jyh-Shen ; Droge, Cornelia-
dc.date (日期) 2006-01en_US
dc.date.accessioned 3-Dec-2008 13:54:16 (UTC+8)-
dc.date.available 3-Dec-2008 13:54:16 (UTC+8)-
dc.date.issued (上傳時間) 3-Dec-2008 13:54:16 (UTC+8)-
dc.identifier.uri (URI) https://nccur.lib.nccu.edu.tw/handle/140.119/12496-
dc.description.abstract (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.-
dc.format application/en_US
dc.language enen_US
dc.language en-USen_US
dc.language.iso en_US-
dc.relation (關聯) Journal of the Academy of Marketing Science, 34(4), 613-627en_US
dc.subject (關鍵詞) Portals; Trust; Assets management; Loyalty schemes-
dc.title (題名) Service Quality Trust Specific Asset Investment and Expertise: Direct and Indirect Effects in a Satisfaction-Loyalty Frameworken_US
dc.type (資料類型) articleen
dc.identifier.doi (DOI) 10.1177/0092070306286934-
dc.doi.uri (DOI) http://dx.doi.org/10.1177/0092070306286934-