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題名 Conceptualising Consumers’ Word-of-mouth Behaviour Intention: Evidence from a University Education Services in Malaysia
作者 鄭至甫
Jyh‐Fu Jeng
貢獻者 科管智財所
關鍵詞 Conceptualising consumers` word-of-mouth behaviour intention;evidence from a university education services in Malaysia
日期 2013.07
上傳時間 17-十月-2014 15:41:08 (UTC+8)
摘要 The aim of this study is to propose a theoretical model to examine consumer word-of-mouth (WOM) behavioural intention in Malaysian education services. The results from a survey of 247 respondents indicate that servicescape, service recovery, service quality and satisfaction significantly affect consumers’ intention to engage in WOM behaviour. The results support majority of the hypothesized relationships, suggesting that servicescape and service recovery function as antecedents, directly affecting consumer perceptions of education service quality. The analytical results also demonstrate that perceived service quality positively affects satisfaction, which subsequently induces consumers’ behavioural intentions. Consistent with previous empirical studies, our findings suggest that satisfaction is a super-ordinate construct with a positive relation to behavioural intention, and significantly mediates the effect of service quality on the intention to engage in WOM behaviour. The insignificant direct effect from service quality to WOM further suggests the role of satisfaction as a complete mediator in the university education service setting. Implications for future research are discussed and limitations noted.
關聯 Service Business, 7(1), 17-35
資料類型 article
DOI http://dx.doi.org/10.1007/s11628-012-0142-1
dc.contributor 科管智財所en_US
dc.creator (作者) 鄭至甫zh_TW
dc.creator (作者) Jyh‐Fu Jengen_US
dc.date (日期) 2013.07en_US
dc.date.accessioned 17-十月-2014 15:41:08 (UTC+8)-
dc.date.available 17-十月-2014 15:41:08 (UTC+8)-
dc.date.issued (上傳時間) 17-十月-2014 15:41:08 (UTC+8)-
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/70650-
dc.description.abstract (摘要) The aim of this study is to propose a theoretical model to examine consumer word-of-mouth (WOM) behavioural intention in Malaysian education services. The results from a survey of 247 respondents indicate that servicescape, service recovery, service quality and satisfaction significantly affect consumers’ intention to engage in WOM behaviour. The results support majority of the hypothesized relationships, suggesting that servicescape and service recovery function as antecedents, directly affecting consumer perceptions of education service quality. The analytical results also demonstrate that perceived service quality positively affects satisfaction, which subsequently induces consumers’ behavioural intentions. Consistent with previous empirical studies, our findings suggest that satisfaction is a super-ordinate construct with a positive relation to behavioural intention, and significantly mediates the effect of service quality on the intention to engage in WOM behaviour. The insignificant direct effect from service quality to WOM further suggests the role of satisfaction as a complete mediator in the university education service setting. Implications for future research are discussed and limitations noted.en_US
dc.format.extent 321612 bytes-
dc.format.mimetype application/pdf-
dc.language.iso en_US-
dc.relation (關聯) Service Business, 7(1), 17-35en_US
dc.subject (關鍵詞) Conceptualising consumers` word-of-mouth behaviour intention;evidence from a university education services in Malaysiaen_US
dc.title (題名) Conceptualising Consumers’ Word-of-mouth Behaviour Intention: Evidence from a University Education Services in Malaysiaen_US
dc.type (資料類型) articleen
dc.identifier.doi (DOI) 10.1007/s11628-012-0142-1en_US
dc.doi.uri (DOI) http://dx.doi.org/10.1007/s11628-012-0142-1 en_US