Detail The role of commitment in service relationships Bibliografi Author: Fullerton, Gordon Lee ; Taylor, Shirley (Advisor) Bahasa: (EN )     Penerbit: Queen's University     Tempat Terbit: Kingston, Ontario    Tahun Terbit: 2000     Jenis: Theses - Dissertation Fulltext: NQ52822.pdf (7.89MB; 7 download) Abstract This thesis examines the extent to which commitment helps us explain the relationship between service quality and a number of relational behavioral intentions (repurchase, advocacy, willingness to pay more, switching, neglect, private response, internal response and third-party response). The thesis identifies three components of commitment; an affective component, a continuance component based on sacrifice and a continuance component based on lack of choice. These components of commitment were hypothesized as mediators of the relationship between service quality and behavioral intentions. The proposed model has been tested in two service settings (hair-styling and auto-repair). In general, the thesis provides support for the hypothesis that the components of commitment serve as mediators of the relationship between service quality and behavioral intentions which may be broadly construed as Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Lihat Sejarah Pengadaan  Konversi Metadata   Kembali

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