An empirical investigation of customer intentions influenced by service quality using the mediation of emotional and cognitive responses
作者: Mohammed Ahmad AlsaggafAbraham Althonayan
作者单位: 1Department of Business, Brunel University , Uxbridge, UK
刊名: Journal of Enterprise Information Management, 2018, Vol.31 (1), pp.194-223
来源数据库: Emerald Journal
DOI: 10.1108/JEIM-04-2017-0048
关键词: AttitudeService qualityElectronic word of mouthCustomer emotionsSwitching intentions
原始语种摘要: Purpose(#br)The purpose of this paper is to investigate the effects of customer perceptions of service quality on electronic word of mouth (eWOM) and switching intentions through cognitive and emotional responses. (#br)Design/methodology/approach(#br)The authors have developed a theoretical framework based on behavioural theories to analyse the environmental aspects of relationships that affect customer behavioural intentions. The authors adapted a quantitative methodology along with the positivist philosophical approach to investigate the hypotheses within the theoretical framework. The authors applied a protracted stimuli-organism-response model to highlight the peripheral reliability, responsiveness, tangibility, empathy, assurance, and the impact of the customer’s feelings while...
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关键词翻译
关键词翻译
  • customer 用户
  • quality 品质
  • empirical 经验的
  • emotional 情绪的
  • methodology 方法学
  • approach 
  • elements 初步
  • framework 构架
  • behavioural 行为
  • purpose 目的