摘要：This research examines a cognitive-affective-conative baseline model which proposed by Chiou et al.(2002).According to the model, perceived service quality (both tangible company-related and employee-related factors) is modeled antecedent to satisfaction and trust, which in turn are antecedents to customer loyalty responses (word of mouth and traditional loyalty).The sample of this research was 233 students.Respondents were collected by using purposive sampling technique.Structural equation modeling (SEM) was used to analyze the data.The results show that all research hypoteses were supported.This paper also provides the implications for theoretical and managerial and offers directions for future research.
其他摘要：This research examines a cognitive-affective-conative baseline model which proposed by Chiou et al. (2002). According to the model, perceived service quality (both tangible company-related and employee-related factors) is modeled antecedent to satisfaction and trust, which in turn are antecedents to customer loyalty responses (word of mouth and traditional loyalty). The sample of this research was 233 students. Respondents were collected by using purposive sampling technique. Structural equation modeling (SEM) was used to analyze the data. The results show that all research hypoteses were supported. This paper also provides the implications for theoretical and managerial and offers directions for future research.
