A study on the effects of service convenience and service quality on maintenance revisit intentions

被引：21

作者：

Chang, Mong-Yuan ^{[2
]}

Chen, Kuanchin ^{[3
]}

Pang, Chuan ^{[4
]}

Chen, Chien-Min ^{[5
]}

Yen, David C. ^{[1
]}

机构：

[1] Miami Univ, RTF Sch Business, Oxford, OH 45056 USA

[2] Ming Chuan Univ, Grad Inst Lib & Informat Studies, Natl Taiwan Normal Univ, Dept Informat Management,Financial Supervisory Co, Executive Yuan, Taiwan

[3] Western Michigan Univ, Dept Business Informat Systems, Kalamazoo, MI 49008 USA

[4] Macao Univ Sci & Technol, Fac Management & Adm, Macau, Peoples R China

[5] HP Taiwan, Technol Solut Grp, Taipei, Taiwan

来源：

COMPUTER STANDARDS & INTERFACES | 2013年 / 35卷 / 02期

关键词：

Service convenience; Service quality; Customer satisfaction; TIME;

D O I：

10.1016/j.csi.2012.08.002

中图分类号：

TP3 [计算技术、计算机技术];

学科分类号：

0812 ;

摘要：

After-sale service now goes beyond a mere value-added benefit to a revenue generating activity for return business. This study looks into service convenience and service quality for their effect on return intention. The original dimensionality of service quality is partly confirmed, but the identified dimensions had a varying effect on future return intention. Such relation remains near stable even if service convenience is used as a moderator. Reliability had the largest effect on return intention, followed by empathy and tangibles. Our work offers additional contextual application of SERVQUAL to service centers. Further managerial implications are discussed. (C) 2012 Elsevier B.V. All rights reserved.

引用

页码：187 / 194

页数：8

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