메뉴 건너뛰기




Volumn 31, Issue 1, 2012, Pages 107-118

The influence of multiple types of service convenience on behavioral intentions: The mediating role of consumer satisfaction in a Taiwanese leisure setting

Author keywords

Behavioral intentions; Convenience; Health clubs; Mediated regression; Satisfaction; Services marketing; Taiwan

Indexed keywords


EID: 80051790872     PISSN: 02784319     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.ijhm.2011.05.003     Document Type: Article
Times cited : (103)

References (88)
  • 1
    • 80051795903 scopus 로고    scopus 로고
    • The Active Network, Inc., San Diego, CA, Active Marketing Group
    • Active Marketing Group Health Club Industry Review 2007, The Active Network, Inc., San Diego, CA.
    • (2007) Health Club Industry Review
  • 2
    • 33750312098 scopus 로고    scopus 로고
    • Relationships among residents' image, evaluation of the stay and post-purchase behavior
    • Alcaniz E.B., Garcia I.S., Blas S.S. Relationships among residents' image, evaluation of the stay and post-purchase behavior. Journal of Vacation Marketing 2005, 11(4):291-302.
    • (2005) Journal of Vacation Marketing , vol.11 , Issue.4 , pp. 291-302
    • Alcaniz, E.B.1    Garcia, I.S.2    Blas, S.S.3
  • 3
    • 84990321409 scopus 로고    scopus 로고
    • Strengthening the satisfaction-profit chain
    • Anderson E.W., Mittal V. Strengthening the satisfaction-profit chain. Journal of Services Research 2000, 3(2):107-120.
    • (2000) Journal of Services Research , vol.3 , Issue.2 , pp. 107-120
    • Anderson, E.W.1    Mittal, V.2
  • 4
    • 20444405530 scopus 로고
    • The antecedents and consequences of customer satisfaction for firms
    • Anderson E.W., Sullivan M.W. The antecedents and consequences of customer satisfaction for firms. Marketing Science 1993, 12(2):125-143.
    • (1993) Marketing Science , vol.12 , Issue.2 , pp. 125-143
    • Anderson, E.W.1    Sullivan, M.W.2
  • 6
    • 0034148454 scopus 로고    scopus 로고
    • Customer satisfaction cues to support market segmentation and explain switching behavior
    • Athanassopoulos A. Customer satisfaction cues to support market segmentation and explain switching behavior. Journal of Business Research 2000, 47(3):191-207.
    • (2000) Journal of Business Research , vol.47 , Issue.3 , pp. 191-207
    • Athanassopoulos, A.1
  • 7
    • 33746796961 scopus 로고
    • An empirical assessment of the SERVQUAL scale
    • Babakus E., Boller G.W. An empirical assessment of the SERVQUAL scale. Journal of Business Research 1992, 24(3):253-268.
    • (1992) Journal of Business Research , vol.24 , Issue.3 , pp. 253-268
    • Babakus, E.1    Boller, G.W.2
  • 8
    • 0034054640 scopus 로고    scopus 로고
    • Quality, satisfaction and behavioral intentions
    • Baker D.A., Crompton J.L. Quality, satisfaction and behavioral intentions. Annals of Tourism Research 2000, 27(3):785-804.
    • (2000) Annals of Tourism Research , vol.27 , Issue.3 , pp. 785-804
    • Baker, D.A.1    Crompton, J.L.2
  • 9
    • 0023020183 scopus 로고
    • The moderator-mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations
    • Baron R.M., Kenny D.A. The moderator-mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations. Journal of Personality & Social Psychology 1986, 51(6):1173-1182.
    • (1986) Journal of Personality & Social Psychology , vol.51 , Issue.6 , pp. 1173-1182
    • Baron, R.M.1    Kenny, D.A.2
  • 10
    • 84993043344 scopus 로고    scopus 로고
    • The impact of structure and process attributes on satisfaction and behavioral intentions
    • Bendall-Lyon D., Powers T.L. The impact of structure and process attributes on satisfaction and behavioral intentions. Journal of Services Marketing 2004, 18(2):114-121.
    • (2004) Journal of Services Marketing , vol.18 , Issue.2 , pp. 114-121
    • Bendall-Lyon, D.1    Powers, T.L.2
  • 11
    • 0001781248 scopus 로고
    • The time-buying consumer
    • Berry L.L. The time-buying consumer. Journal of Retailing 1979, 55(4):58-69.
    • (1979) Journal of Retailing , vol.55 , Issue.4 , pp. 58-69
    • Berry, L.L.1
  • 13
    • 84986155804 scopus 로고    scopus 로고
    • Investigating drivers of bank loyalty: the complex relationship between image, service quality and satisfaction
    • Bloemer J., de Ruyter K., Peeters P. Investigating drivers of bank loyalty: the complex relationship between image, service quality and satisfaction. International Journal of Bank Marketing 1998, 16(7):276-286.
    • (1998) International Journal of Bank Marketing , vol.16 , Issue.7 , pp. 276-286
    • Bloemer, J.1    de Ruyter, K.2    Peeters, P.3
  • 14
    • 85133461838 scopus 로고    scopus 로고
    • Linking perceived service quality and service loyalty: a multi-dimensional perspective
    • Bloemer J., de Ruyter K., Wetzels M. Linking perceived service quality and service loyalty: a multi-dimensional perspective. European Journal of Marketing 1999, 33(11/12):1082-1106.
    • (1999) European Journal of Marketing , vol.33 , Issue.11-12 , pp. 1082-1106
    • Bloemer, J.1    de Ruyter, K.2    Wetzels, M.3
  • 15
    • 0038648581 scopus 로고    scopus 로고
    • The impact of need for social affiliation and consumer relationship proneness on behavioral intentions: an empirical study in a hairdresser's context
    • Bloemer J., Odekerken-Schroder G., Kestens L. The impact of need for social affiliation and consumer relationship proneness on behavioral intentions: an empirical study in a hairdresser's context. Journal of Retailing & Consumer Services 2003, 10(4):231-240.
    • (2003) Journal of Retailing & Consumer Services , vol.10 , Issue.4 , pp. 231-240
    • Bloemer, J.1    Odekerken-Schroder, G.2    Kestens, L.3
  • 16
    • 80051784177 scopus 로고    scopus 로고
    • Can the Internet replace the mall? How E-commerce affects the shopping experience for young people
    • Bober M. Can the Internet replace the mall? How E-commerce affects the shopping experience for young people. Paper Presented to Euro Conference 2001.
    • (2001) Paper Presented to Euro Conference
    • Bober, M.1
  • 17
    • 0000506071 scopus 로고
    • The wording and translation of research instruments
    • Sage, Beverly Hills, CA, W.J. Lonner, J.W. Berry (Eds.)
    • Brislin R.W The wording and translation of research instruments. Field Methods in Cross-Cultural Research 1986, Sage, Beverly Hills, CA. W.J. Lonner, J.W. Berry (Eds.).
    • (1986) Field Methods in Cross-Cultural Research
    • Brislin, R.W.1
  • 19
    • 80051782043 scopus 로고    scopus 로고
    • US Department of Health and Human Services, Champaign, IL, Center for Population Health
    • Center for Population Health Promoting Physical Activity 1998, US Department of Health and Human Services, Champaign, IL.
    • (1998) Promoting Physical Activity
  • 21
    • 0033211285 scopus 로고    scopus 로고
    • Service performance gap: reevaluation and redevelopment
    • Chenet P., Tynan C., Money A. Service performance gap: reevaluation and redevelopment. Journal of Business Research 1999, 46(2):133-147.
    • (1999) Journal of Business Research , vol.46 , Issue.2 , pp. 133-147
    • Chenet, P.1    Tynan, C.2    Money, A.3
  • 23
    • 43149084359 scopus 로고    scopus 로고
    • Toward a measure of service convenience: multiple-item scale development and empirical test
    • Colwell S.R., Aung M., Kanetkar V., Holden A.L. Toward a measure of service convenience: multiple-item scale development and empirical test. Journal of Services Marketing 2008, 22(2):160-169.
    • (2008) Journal of Services Marketing , vol.22 , Issue.2 , pp. 160-169
    • Colwell, S.R.1    Aung, M.2    Kanetkar, V.3    Holden, A.L.4
  • 24
    • 0002381637 scopus 로고
    • Measuring service quality: a re-examination and extension
    • Cronin J.J., Taylor S.A. Measuring service quality: a re-examination and extension. Journal of Marketing 1992, 56(3):55-68.
    • (1992) Journal of Marketing , vol.56 , Issue.3 , pp. 55-68
    • Cronin, J.J.1    Taylor, S.A.2
  • 25
    • 0002704641 scopus 로고    scopus 로고
    • Assessing the effects of quality, value and customer satisfaction on consumer behavioral intentions in service environments
    • Cronin J.J., Brady M.K., Hult G.T. Assessing the effects of quality, value and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing 2000, 76(2):193-212.
    • (2000) Journal of Retailing , vol.76 , Issue.2 , pp. 193-212
    • Cronin, J.J.1    Brady, M.K.2    Hult, G.T.3
  • 27
    • 85061454430 scopus 로고    scopus 로고
    • Determinants and influences of service convenience in electronic mediated environment (EME): an empirical study of Chinese consumers
    • Retrieved 25 March, 2009, from
    • Dai H., Salam A.F., King R. Determinants and influences of service convenience in electronic mediated environment (EME): an empirical study of Chinese consumers. Americas Conference on Information Systems 2008, Retrieved 25 March, 2009, from http://aisel.aisnet.org/cgi/viewcontent.cgi?article=1154&context=icis2008.
    • (2008) Americas Conference on Information Systems
    • Dai, H.1    Salam, A.F.2    King, R.3
  • 29
    • 80051787141 scopus 로고    scopus 로고
    • Application of the health and fitness service quality scale (HAFSQ) in determining the relationship among service quality, satisfaction and loyalty in the service industry
    • Dhurup M., Singh C., Surujlal J. Application of the health and fitness service quality scale (HAFSQ) in determining the relationship among service quality, satisfaction and loyalty in the service industry. African Journal for Physical Health Education, Recreation & Dance (AJPHERD) 2006, 12(3):238-251.
    • (2006) African Journal for Physical Health Education, Recreation & Dance (AJPHERD) , vol.12 , Issue.3 , pp. 238-251
    • Dhurup, M.1    Singh, C.2    Surujlal, J.3
  • 30
    • 0001548448 scopus 로고    scopus 로고
    • Common methods bias: does common methods variance really bias results?
    • Doty D.H., Glick W.H. Common methods bias: does common methods variance really bias results?. Organizational Research Methods 1998, 1(4):374-406.
    • (1998) Organizational Research Methods , vol.1 , Issue.4 , pp. 374-406
    • Doty, D.H.1    Glick, W.H.2
  • 31
    • 70949087701 scopus 로고    scopus 로고
    • Convenience: as a services perspective
    • Farquhar J.D., Rowley J. Convenience: as a services perspective. Marketing Theory 2009, 9(4):425-438.
    • (2009) Marketing Theory , vol.9 , Issue.4 , pp. 425-438
    • Farquhar, J.D.1    Rowley, J.2
  • 32
    • 33747111404 scopus 로고    scopus 로고
    • Understanding the role of service convenience in art museum marketing: an exploratory study
    • Geissler G.L., Rucks C.T., Edison S.W. Understanding the role of service convenience in art museum marketing: an exploratory study. Journal of Hospitality and Leisure Marketing 2006, 14(4):69-87.
    • (2006) Journal of Hospitality and Leisure Marketing , vol.14 , Issue.4 , pp. 69-87
    • Geissler, G.L.1    Rucks, C.T.2    Edison, S.W.3
  • 33
    • 84992947881 scopus 로고    scopus 로고
    • Consumer switching behavior in the Asian banking market
    • Gerrard P., Cunningham J.B. Consumer switching behavior in the Asian banking market. Journal of Services Marketing 2004, 18(3):215-223.
    • (2004) Journal of Services Marketing , vol.18 , Issue.3 , pp. 215-223
    • Gerrard, P.1    Cunningham, J.B.2
  • 35
    • 84992974762 scopus 로고    scopus 로고
    • Examining service experiences and post-consumption evaluations
    • Grace D., O'Cass A. Examining service experiences and post-consumption evaluations. Journal of Services Marketing 2004, 18(6):450-461.
    • (2004) Journal of Services Marketing , vol.18 , Issue.6 , pp. 450-461
    • Grace, D.1    O'Cass, A.2
  • 36
    • 0013467767 scopus 로고    scopus 로고
    • Service loyalty: its nature, importance, and implications
    • Service Quality Association, B. Edvardsson (Ed.)
    • Gremler D.D., Brown S.W. Service loyalty: its nature, importance, and implications. Advancing Service Quality: A Global Perspective 1996, 171-180. Service Quality Association. B. Edvardsson (Ed.).
    • (1996) Advancing Service Quality: A Global Perspective , pp. 171-180
    • Gremler, D.D.1    Brown, S.W.2
  • 39
    • 0030822925 scopus 로고    scopus 로고
    • Toward terminological, conceptual, and statistical clarity in the study of mediators and moderators: examples from the child-clinical and pediatric psychology literatures
    • Holmbeck G.N. Toward terminological, conceptual, and statistical clarity in the study of mediators and moderators: examples from the child-clinical and pediatric psychology literatures. Journal of Clinical & Consulting Psychology 1997, 65(4):599-610.
    • (1997) Journal of Clinical & Consulting Psychology , vol.65 , Issue.4 , pp. 599-610
    • Holmbeck, G.N.1
  • 40
  • 42
    • 80051792698 scopus 로고    scopus 로고
    • Chicago Tribune, Retrieved 10 January, 2011, from 20110104,0,1815488.story
    • Jones S.M. Consumers Take Control of Shopping January 2011, Chicago Tribune, Retrieved 10 January, 2011, from http://www.chicagotribune.com/business/ct-biz-0104-outlook-retail-20110104,0,1815488.story.
    • (2011) Consumers Take Control of Shopping
    • Jones, S.M.1
  • 44
    • 80051788818 scopus 로고    scopus 로고
    • A multi-dimensional and hierarchical model of service quality in the participant sport industry. Doctoral Dissertation, The Ohio State University, Ohio, USA.
    • Ko, Y.J., 2000. A multi-dimensional and hierarchical model of service quality in the participant sport industry. Doctoral Dissertation, The Ohio State University, Ohio, USA.
    • (2000)
    • Ko, Y.J.1
  • 45
    • 33746329752 scopus 로고    scopus 로고
    • Can service quality predict customer satisfaction and behavioral intentions in the sport tourism industry? An application of the SERVQUAL model in an outdoors setting
    • Kouthouris C., Alexandris K. Can service quality predict customer satisfaction and behavioral intentions in the sport tourism industry? An application of the SERVQUAL model in an outdoors setting. Journal of Sport Tourism 2005, 10(2):101-111.
    • (2005) Journal of Sport Tourism , vol.10 , Issue.2 , pp. 101-111
    • Kouthouris, C.1    Alexandris, K.2
  • 49
    • 80051786065 scopus 로고    scopus 로고
    • Vox, Inc., Retrieved 10 January, 2011, from
    • McLain A. Convenience Guarantees Customers, Not Loyalty 2006, Vox, Inc., Retrieved 10 January, 2011, from http://www.voxinc.com/customer-experience-articles/convenience-guarantees-customers.htm.
    • (2006) Convenience Guarantees Customers, Not Loyalty
    • McLain, A.1
  • 50
    • 33846384941 scopus 로고    scopus 로고
    • Exploring convenience orientation as a food motivation for college students living in residence halls
    • Marquis M. Exploring convenience orientation as a food motivation for college students living in residence halls. International Journal of Consumer Studies 2005, 29(1):55-63.
    • (2005) International Journal of Consumer Studies , vol.29 , Issue.1 , pp. 55-63
    • Marquis, M.1
  • 52
    • 0036926045 scopus 로고    scopus 로고
    • Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent
    • Maxham J.G., Netemeyer R.G. Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent. Journal of Retailing 2002, 78(4):239-252.
    • (2002) Journal of Retailing , vol.78 , Issue.4 , pp. 239-252
    • Maxham, J.G.1    Netemeyer, R.G.2
  • 53
    • 84986014933 scopus 로고    scopus 로고
    • Modeling bank customer satisfaction through mediation of attitudes towards human and automated banking
    • Moutinho L., Smith A. Modeling bank customer satisfaction through mediation of attitudes towards human and automated banking. International Journal of Bank Marketing 2000, 18(3):124-134.
    • (2000) International Journal of Bank Marketing , vol.18 , Issue.3 , pp. 124-134
    • Moutinho, L.1    Smith, A.2
  • 54
    • 84992994487 scopus 로고
    • Diagnosing measurement equivalence in cross-national research
    • Mullen M.R. Diagnosing measurement equivalence in cross-national research. Journal of International Business Studies 1995, 26(3):573-596.
    • (1995) Journal of International Business Studies , vol.26 , Issue.3 , pp. 573-596
    • Mullen, M.R.1
  • 55
    • 29144441580 scopus 로고    scopus 로고
    • Effects of complaining versus negative word-of-mouth on subsequent changes in satisfaction: the role of public commitment
    • Nyer P.U., Gopinath M. Effects of complaining versus negative word-of-mouth on subsequent changes in satisfaction: the role of public commitment. Psychology & Marketing 2005, 22(12):937-953.
    • (2005) Psychology & Marketing , vol.22 , Issue.12 , pp. 937-953
    • Nyer, P.U.1    Gopinath, M.2
  • 57
    • 33745806216 scopus 로고    scopus 로고
    • A typology analysis of service quality, customer satisfaction and behavioral intentions in mass services
    • Olorunniwo F., Hsu M.K. A typology analysis of service quality, customer satisfaction and behavioral intentions in mass services. Managing Service Quality 2006, 16(2):106-123.
    • (2006) Managing Service Quality , vol.16 , Issue.2 , pp. 106-123
    • Olorunniwo, F.1    Hsu, M.K.2
  • 58
    • 84992830900 scopus 로고    scopus 로고
    • Tourism destination loyalty
    • Oppermann M. Tourism destination loyalty. Journal of Travel Research 2000, 39(1):78-84.
    • (2000) Journal of Travel Research , vol.39 , Issue.1 , pp. 78-84
    • Oppermann, M.1
  • 59
    • 80051798736 scopus 로고    scopus 로고
    • Retrieved 11 December, 2010, from
    • Petitjean M. Websites have Become Far too Complicated 2010, Retrieved 11 December, 2010, from http://www.traveldailynews.com/pages/show_page/38182-%22Websites-have-become-far-too-complicated%22.
    • (2010) Websites have Become Far too Complicated
    • Petitjean, M.1
  • 62
    • 0010151140 scopus 로고    scopus 로고
    • Attention, retailers! How convenient is your convenience strategy?
    • Seiders K., Berry L.L., Gresham L.G. Attention, retailers! How convenient is your convenience strategy?. Sloan Management Review 2000, 41(3):79-85.
    • (2000) Sloan Management Review , vol.41 , Issue.3 , pp. 79-85
    • Seiders, K.1    Berry, L.L.2    Gresham, L.G.3
  • 63
    • 27144469564 scopus 로고    scopus 로고
    • Do satisfied customers really buy more? Examining moderating influences in a retailing context
    • Seiders K., Voss G.B., Godfrey A.L., Grewal D. Do satisfied customers really buy more? Examining moderating influences in a retailing context. Journal of Marketing 2005, 69(4):26-43.
    • (2005) Journal of Marketing , vol.69 , Issue.4 , pp. 26-43
    • Seiders, K.1    Voss, G.B.2    Godfrey, A.L.3    Grewal, D.4
  • 65
    • 33750163383 scopus 로고    scopus 로고
    • How convenience has changed the nation
    • Shaheed A. How convenience has changed the nation. Brand Strategy 2004, May(182):44-46.
    • (2004) Brand Strategy , vol.May , Issue.182 , pp. 44-46
    • Shaheed, A.1
  • 66
    • 33644694166 scopus 로고    scopus 로고
    • Measuring customer loyalty with multi-item scales: a case for caution
    • Soderlund M. Measuring customer loyalty with multi-item scales: a case for caution. International Journal of Service Industry Management 2006, 17(1):76-98.
    • (2006) International Journal of Service Industry Management , vol.17 , Issue.1 , pp. 76-98
    • Soderlund, M.1
  • 67
    • 84986133561 scopus 로고    scopus 로고
    • The relationship of differential loci with perceived quality and behavioral intentions
    • Swanson R.S., Davis C.J. The relationship of differential loci with perceived quality and behavioral intentions. Journal of Services Marketing 2003, 17(2):202-219.
    • (2003) Journal of Services Marketing , vol.17 , Issue.2 , pp. 202-219
    • Swanson, R.S.1    Davis, C.J.2
  • 68
    • 80051798274 scopus 로고    scopus 로고
    • Health club members' participation as a function of motivation, expectation, constraints, experience and satisfaction - based on the Alexander Health Club. Masters Dissertation, National University of Chiayi, Chiayi, Taiwan.
    • Tai, Y.C., 2002. Health club members' participation as a function of motivation, expectation, constraints, experience and satisfaction - based on the Alexander Health Club. Masters Dissertation, National University of Chiayi, Chiayi, Taiwan.
    • (2002)
    • Tai, Y.C.1
  • 69
    • 80051783633 scopus 로고    scopus 로고
    • Directorate General of Budget Accounting and Statistics, Retrieved 16 July, 2009, from, Taiwan National Policy Foundation (NPF) Research
    • Taiwan National Policy Foundation (NPF) Research Survey on Taiwan's Social Development Trends, Taipei 2008, Directorate General of Budget Accounting and Statistics, Retrieved 16 July, 2009, from www.dgbasey.gov.tw/censusn/three.HT433.html.
    • (2008) Survey on Taiwan's Social Development Trends, Taipei
  • 70
    • 38149014252 scopus 로고    scopus 로고
    • Music quality, satisfaction, and behavioral intentions within a jazz festival context
    • Thrane C. Music quality, satisfaction, and behavioral intentions within a jazz festival context. Event Management 2002, 7(3):143-150.
    • (2002) Event Management , vol.7 , Issue.3 , pp. 143-150
    • Thrane, C.1
  • 71
    • 0038007794 scopus 로고    scopus 로고
    • A conceptualization of the relationships between service quality and visitor satisfaction and their links to destination selection
    • Tian-Cole S., Crompton J.L. A conceptualization of the relationships between service quality and visitor satisfaction and their links to destination selection. Leisure Studies 2003, 22(1):65-80.
    • (2003) Leisure Studies , vol.22 , Issue.1 , pp. 65-80
    • Tian-Cole, S.1    Crompton, J.L.2
  • 72
    • 36049050287 scopus 로고    scopus 로고
    • Examining the mediating role of festival visitors' satisfaction in the relationship between service quality and behavioral intentions
    • Tian-Cole S.T., Illum S.F. Examining the mediating role of festival visitors' satisfaction in the relationship between service quality and behavioral intentions. Journal of Vacation Marketing 2006, 12(2):160-173.
    • (2006) Journal of Vacation Marketing , vol.12 , Issue.2 , pp. 160-173
    • Tian-Cole, S.T.1    Illum, S.F.2
  • 73
    • 6344246277 scopus 로고    scopus 로고
    • Leisure, lifestyle, and the new middle class
    • van Eijck K., Mommaas J.T. Leisure, lifestyle, and the new middle class. Leisure Sciences 2004, 26(4):373-392.
    • (2004) Leisure Sciences , vol.26 , Issue.4 , pp. 373-392
    • van Eijck, K.1    Mommaas, J.T.2
  • 74
    • 1642587247 scopus 로고    scopus 로고
    • Evolving to a new dominant logic for marketing
    • Vargo S.L., Lush R.F. Evolving to a new dominant logic for marketing. Journal of Marketing 2004, 68(1):1-17.
    • (2004) Journal of Marketing , vol.68 , Issue.1 , pp. 1-17
    • Vargo, S.L.1    Lush, R.F.2
  • 75
    • 80051783253 scopus 로고    scopus 로고
    • The convenience orientation of service consumers: an empirical examination. Doctoral Dissertation, Old Dominion University.
    • Voli, P.K., 1998. The convenience orientation of service consumers: an empirical examination. Doctoral Dissertation, Old Dominion University.
    • (1998)
    • Voli, P.K.1
  • 77
    • 1842473203 scopus 로고    scopus 로고
    • Service quality, customer satisfaction and behavior intentions: evidence from China's telecommunication industry
    • Wang Y., Lo H.P. Service quality, customer satisfaction and behavior intentions: evidence from China's telecommunication industry. Information 2002, 4(6):50-60.
    • (2002) Information , vol.4 , Issue.6 , pp. 50-60
    • Wang, Y.1    Lo, H.P.2
  • 78
    • 26444544071 scopus 로고    scopus 로고
    • Behavioral reasoning theory: identifying new linkages underlying intentions and behavior
    • Westaby J.D. Behavioral reasoning theory: identifying new linkages underlying intentions and behavior. Organizational Behavior and Human Decision Processes 2005, 98(2):97-120.
    • (2005) Organizational Behavior and Human Decision Processes , vol.98 , Issue.2 , pp. 97-120
    • Westaby, J.D.1
  • 79
    • 29044437581 scopus 로고    scopus 로고
    • Satisfaction emotions and consumer behavioral intentions
    • White C., Yu Y.-T. Satisfaction emotions and consumer behavioral intentions. Journal of Services Marketing 2005, 19(6):411-420.
    • (2005) Journal of Services Marketing , vol.19 , Issue.6 , pp. 411-420
    • White, C.1    Yu, Y.-T.2
  • 80
    • 0035998689 scopus 로고    scopus 로고
    • The effects of incentives, deal proneness, satisfaction and tie strength on word-of-mouth behavior
    • Wirtz J., Chew P. The effects of incentives, deal proneness, satisfaction and tie strength on word-of-mouth behavior. International Journal of Service Industry Management 2002, 13(2):141-162.
    • (2002) International Journal of Service Industry Management , vol.13 , Issue.2 , pp. 141-162
    • Wirtz, J.1    Chew, P.2
  • 81
    • 2542597760 scopus 로고    scopus 로고
    • Consumer responses to compensation, speed of recovery and apology after a service failure
    • Wirtz J., Mattila A. Consumer responses to compensation, speed of recovery and apology after a service failure. International Journal of Service Industry Management 2004, 15(2):150-166.
    • (2004) International Journal of Service Industry Management , vol.15 , Issue.2 , pp. 150-166
    • Wirtz, J.1    Mattila, A.2
  • 82
    • 84992957310 scopus 로고    scopus 로고
    • The role of emotional satisfaction in service encounters
    • Wong A. The role of emotional satisfaction in service encounters. Managing Service Quality 2004, 4(5):365-376.
    • (2004) Managing Service Quality , vol.4 , Issue.5 , pp. 365-376
    • Wong, A.1
  • 83
    • 76449108771 scopus 로고    scopus 로고
    • Retrieved 8 September, 2008, from, World Travel and Tourism Council: WTTC
    • World Travel and Tourism Council: WTTC Progress and Priorities 2006/07 2007, Retrieved 8 September, 2008, from http://www.wttc.org/eng/About_WTTC/index.php.
    • (2007) Progress and Priorities 2006/07
  • 84
    • 0031070695 scopus 로고    scopus 로고
    • The relationship between service customers' quality assurance behaviors, satisfaction, and effort: a cost of quality perspective
    • Youngdahl W.E., Kellogg D.L. The relationship between service customers' quality assurance behaviors, satisfaction, and effort: a cost of quality perspective. Journal of Operations Management 1997, 15(1):19-32.
    • (1997) Journal of Operations Management , vol.15 , Issue.1 , pp. 19-32
    • Youngdahl, W.E.1    Kellogg, D.L.2
  • 85
    • 0344379543 scopus 로고    scopus 로고
    • Managing customer satisfaction and retention: a case of tourist destinations, Turkey
    • Yuksel A. Managing customer satisfaction and retention: a case of tourist destinations, Turkey. Journal of Vacation Marketing 2001, 7(2):153-168.
    • (2001) Journal of Vacation Marketing , vol.7 , Issue.2 , pp. 153-168
    • Yuksel, A.1
  • 86
    • 33749047088 scopus 로고    scopus 로고
    • The impact of brand trust and satisfaction on retailer repurchase intentions
    • Zboja J.J., Voorhees C.M. The impact of brand trust and satisfaction on retailer repurchase intentions. Journal of Services Marketing 2006, 20(6):381-390.
    • (2006) Journal of Services Marketing , vol.20 , Issue.6 , pp. 381-390
    • Zboja, J.J.1    Voorhees, C.M.2
  • 88


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.