Publication in refereed journal
香港中文大学研究人员 ( 现职)
| 尹振英教授 (酒店及旅游管理学院) |
| 许敬文教授 (市场学系) |
全文
| 数位物件识别号 (DOI) http://dx.doi.org/10.1509/jimk.19.1.59 |
引用次数
Web of Sciencehttp://aims.cuhk.edu.hk/converis/portal/Publication/6WOS source URL
其它资讯
摘要The authors examine the mitigating effect of an established trusting relationship between service providers and consumers on the consequences of service failures as a function of interdependent independent self-construal. Two studies reveal that the effect of prior relationship, defined as the length of past patronage of a service provider, on consumer behavioral responses to service failure tends to be more pronounced among consumers with interdependent (vs. independent) self-construal. This variation in the mitigating effect of prior relationship can be attributed to the differential impact of trust in the service provider on the two groups of consumers. The authors conclude with a discussion of managerial implications.
着者Hui MK, Ho CKY, Wan LC
期刊名称Journal of International Marketing
出版年份2011
月份1
日期1
卷号19
期次1
出版社AMER MARKETING ASSOC
页次59 - 81
国际标準期刊号10http://aims.cuhk.edu.hk/converis/portal/Publication/69-031X
电子国际标準期刊号1547-7215
语言英式英语
关键词independent-interdependent self-construal; relationship marketing; service failures; services marketing; trust
Web of Science 学科类别Business; BUSINESS; Business & Economics
