A Study of Antecedents and Outcomes of Commercial Friendships
| Autor: | Yi-shian Chiou, 邱譯嫻 |
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| Rok vydání: | 2010 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 98 This research proposes an integrative model of commercial friendships, and to discuss how expertise, customer orientation, and relational switching cost would affect commercial friendships, satisfaction and affective commitment. With data collected from high and moderate services encounter. A total of 661 interviews were conducted and 609 effective questionnaires were collected. Structural equation modeling was used to test the hypotheses. The research indicates that: 1. expertise has positive relationship with commercial friendships；2. customer orientation has positive relationship with commercial friendships；3. relational switching cost has positive relationship with commercial friendships；4. commercial friendships has positive relationship with satisfaction；5. satisfaction has positive relationship with affective commitment；6. commercial friendships has positive relationship with affective commitment. Commercial friendships play an important mediator role, and results are consistent across varied service encounter industries. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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