教師資料查詢 | 類別: 期刊論文 | 教師: 洪雪卿 HONG,SHEUE-CHING (瀏覽個人網頁)

標題:A Causal Model of Customer Loyalty to Professional Service Firms: An Empirical Study
學年93
學期1
出版(發表)日期2004/12/01
作品名稱A Causal Model of Customer Loyalty to Professional Service Firms: An Empirical Study
作品名稱(其他語言)
著者Hong, S. C.; Goo, Y. J.
單位淡江大學會計學系
出版者
著錄名稱、卷期、頁數International journal of management 21(4), pp.531-540
摘要In general, business organizations make considerable use of professional services. However, it has received less attention in the context of professional business services than of other consumer services. The purpose of this study is to examine a proposed causal model of customer loyalty in professional service firms and seeks to test the model with a sample of listed and OTC companies in Taiwan. The results indicate that the SERVQUAL instrument with five-dimension provides good measurement of service quality for professional accounting business. To create behaviorally loyal customers, movement along service quality-customer satisfaction-loyalty is necessary. In addition, our findings provide substantial support for the hypothesized model. Managerial implications from this study are also provided.
關鍵字
語言英文
ISSN0813-0183
期刊性質國外
收錄於
產學合作
通訊作者
審稿制度
國別英國
公開徵稿
出版型式,電子版,紙本
相關連結
Google+ 推薦功能,讓全世界都能看到您的推薦!