| 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 | en |
| ISSN | 0813-0183 |
| 期刊性質 | 國外 |
| 收錄於 | |
| 產學合作 | |
| 通訊作者 | |
| 審稿制度 | 否 |
| 國別 | GBR |
| 公開徵稿 | |
| 出版型式 | ,電子版,紙本 |
| 相關連結 |
機構典藏連結 ( http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/64145 ) |
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