Assessing the effects of service quality and justice on customer satisfaction and the continuance intention of mobile value-added services: An empirical test of a multidimensional model
Assessing the effects of service quality and justice on customer satisfaction and the continuance intention of mobile value-added services: An empirical test of a multidimensional model
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评估服务质量和公平性对客户满意度和移动增值服务持续意愿的影响：多维模型的实证检验
DOI：
10.1016/j.dss.2011.10.022
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发表时间：
2012-02
影响因子：
7.5
通讯作者：
Chau Patrick Y K
中科院分区：
文献类型：
--
作者：
Zhao Ling;Lu Yaobin;Zhang Long;Chau Patrick Y K
在移动的通信市场中，了解客户满意度的前因和后果非常重要。本研究探讨服务品质与公平性对顾客满意的影响，进而影响移动的服务持续意愿。服务质量、公平性和顾客满意度从多个维度进行测量。基于这一多维分析方法建立了一个研究模型，并利用中国约1000名移动的增值服务用户的数据进行了实证检验。结果表明，服务质量的三个维度（交互质量、环境质量和结果质量）对累积满意度都有显著的正向影响，而只有一个维度（交互质量）对交易特定满意度有显著的正向影响。除程序公平外，公平的其他两个维度（分配公平和干预公平）对交易特定满意度和累积满意度均有显著影响。此外，这两种类型的客户满意度都对持续性意向有显著的正向影响。研究和实践的影响进行了讨论。
Understanding the antecedents and consequences of customer satisfaction in the mobile communications market is important. This study explores the effects of service quality and justice on customer satisfaction, which, in turn, affects continuance intention of mobile services. Service quality, justice and customer satisfaction were measured by multiple dimensions. A research model was developed based on this multidimensional approach and was empirically examined with data collected from about one thousand users of mobile value-added services in China. Results show that all three dimensions of service quality (interaction quality, environment quality and outcome quality) have significant and positive effects on cumulative satisfaction while only one dimension of service quality (interaction quality) has a significant and positive effect on transaction-specific satisfaction. Besides procedural justice, the other two dimensions of justice (distributive justice and interactional justice) significantly influence both transaction-specific satisfaction and cumulative satisfaction. Furthermore, both types of customer satisfaction have significant and positive effects on continuance intention. Implications for research and practice are discussed.
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DOI：
10.1007/978-1-4899-2115-4
发表时间：
1988
期刊：
--
影响因子：
--
作者：
Allan Lind;John Thibaut;L. Walker;EA Lind;TR Tyler
通讯作者：
Allan Lind;John Thibaut;L. Walker;EA Lind;TR Tyler
影响因子：
7
作者：
Venkatesh Shankar;Amy K. Smith;A. Rangaswamy
通讯作者：
Venkatesh Shankar;Amy K. Smith;A. Rangaswamy
DOI：
10.1044/nnsld9.4.37
发表时间：
2007
期刊：
--
影响因子：
--
作者：
Muhannad M. A Abdallat;Hesham EL-Emam
通讯作者：
Muhannad M. A Abdallat;Hesham EL-Emam
影响因子：
12.9
作者：
Hartline, MD;Ferrell, OC
通讯作者：
Ferrell, OC
DOI：
10.1016/j.elerap.2009.04.002
发表时间：
2009-10
期刊：
Electron. Commer. Res. Appl.
影响因子：
--
作者：
Yao-bin Lu;Long Zhang;Bin Wang-
通讯作者：
Yao-bin Lu;Long Zhang;Bin Wang-