政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/70650

English | 正體中文 | 简体中文 | Post-Print筆數 : 27 | Items with full text/Total items : 109951/140892 (78%)
Visitors : 46219821 Online Users : 735

RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.

Home ‧ Login ‧ Upload ‧ Help ‧ About ‧ Administer

政大機構典藏 > 商學院 > 科技管理與智慧財產研究所 > 期刊論文 > Item 140.119/70650

Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/70650

Title:	Conceptualising Consumers’ Word-of-mouth Behaviour Intention: Evidence from a University Education Services in Malaysia
Authors:	鄭至甫 Jyh‐Fu Jeng
Contributors:	科管智財所
Keywords:	Conceptualising consumers` word-of-mouth behaviour intention;evidence from a university education services in Malaysia
Date:	2013.07
Issue Date:	2014-10-17 15:41:08 (UTC+8)
Abstract:	The aim of this study is to propose a theoretical model to examine consumer word-of-mouth (WOM) behavioural intention in Malaysian education services. The results from a survey of 247 respondents indicate that servicescape, service recovery, service quality and satisfaction significantly affect consumers’ intention to engage in WOM behaviour. The results support majority of the hypothesized relationships, suggesting that servicescape and service recovery function as antecedents, directly affecting consumer perceptions of education service quality. The analytical results also demonstrate that perceived service quality positively affects satisfaction, which subsequently induces consumers’ behavioural intentions. Consistent with previous empirical studies, our findings suggest that satisfaction is a super-ordinate construct with a positive relation to behavioural intention, and significantly mediates the effect of service quality on the intention to engage in WOM behaviour. The insignificant direct effect from service quality to WOM further suggests the role of satisfaction as a complete mediator in the university education service setting. Implications for future research are discussed and limitations noted.
Relation:	Service Business, 7(1), 17-35
Data Type:	article
DOI 連結:	http://dx.doi.org/10.1007/s11628-012-0142-1
DOI:	10.1007/s11628-012-0142-1
Appears in Collections:	[科技管理與智慧財產研究所] 期刊論文

Files in This Item:

File	Description	Size	Format
17-35.pdf		314Kb	Adobe PDF2	968	View/Open

社群 sharing

著作權政策宣告 Copyright Announcement

1.本網站之數位內容為國立政治大學所收錄之機構典藏，無償提供學術研究與公眾教育等公益性使用，惟仍請適度，合理使用本網站之內容，以尊重著作權人之權益。商業上之利用，則請先取得著作權人之授權。
The digital content of this website is part of National Chengchi University Institutional Repository. It provides free access to academic research and public education for non-commercial use. Please utilize it in a proper and reasonable manner and respect the rights of copyright owners. For commercial use, please obtain authorization from the copyright owner in advance.

2.本網站之製作，已盡力防止侵害著作權人之權益，如仍發現本網站之數位內容有侵害著作權人權益情事者，請權利人通知本網站維護人員(nccur@nccu.edu.tw)，維護人員將立即採取移除該數位著作等補救措施。
NCCU Institutional Repository is made to protect the interests of copyright owners. If you believe that any material on the website infringes copyright, please contact our staff(nccur@nccu.edu.tw). We will remove the work from the repository and investigate your claim.

Loading...