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 en_US
ISSN 1743-9507 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 GBR
公開徵稿
出版型式 紙本
相關連結

機構典藏連結 ( http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/96705 )

機構典藏連結
SDGS 尊嚴就業與經濟發展