教師資料查詢 | 類別: 期刊論文 | 教師: 楊斯琴 SUE CHIN YANG (瀏覽個人網頁)

標題:Exploring the Solution - The Contextual Effect on Consumer Dissatisfaction and Innovativeness in Financial Service Companies
學年97
學期2
出版(發表)日期2009/04/01
作品名稱Exploring the Solution - The Contextual Effect on Consumer Dissatisfaction and Innovativeness in Financial Service Companies
作品名稱(其他語言)
著者Yang, Szu-Chi; Tu, Chiayu; Yang, Suechin
單位淡江大學財務金融學系
出版者Abingdon: Routledge
著錄名稱、卷期、頁數The Service Industries Journal 29(4), pp.557-568
摘要This study focuses on the context under which consumer dissatisfaction leads to consumer innovativeness as an expression of voice. This study theorises that online facility and investment consultant support leads to consumer dissatisfaction, which consequently results in consumer innovative behaviour. Data was collected from a sampling of 603 consumers and 150 investment consultants across 50 financial service companies. The results from hierarchical linear modelling analyses show that consumer dissatisfaction relates positively to consumer innovativeness when online facility and investment consultant support are present. This study suggests that given the fact that in most companies, some consumers are bound to be dissatisfied with products or services at one time or another, managers should treat such dissatisfaction as an opportunity for encouraging the generation of new and useful ideas rather than viewing it as a problem or nuisance.
關鍵字consumer dissatisfaction; consumer innovativeness; exit–voice–loyalty theory; HLM
語言英文(美國)
ISSN1743-9507;0264-2069
期刊性質國外
收錄於
產學合作
通訊作者Yang, Szu-Chi
審稿制度
國別英國
公開徵稿
出版型式紙本
相關連結
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