by Chan Wai Man. / Thesis (M.Phil.)--Chinese University of Hong Kong, 2000. / Includes bibliographical references (leaves 69-76). / Abstracts in English and Chinese. / LIST OF ILLUSTRATION --- p.iv / LIST OF TABLES --- p.v / Chapter CHAPTER I - --- INTRODUCTION --- p.1 / Chapter 1.0 --- Overview --- p.1 / Chapter 1.1 --- The Rationale --- p.1 / Chapter 1.2 --- The Purpose --- p.3 / Chapter 1.3 --- Significance of This Study --- p.3 / Chapter 1.4 --- Outline of This Paper --- p.4 / Chapter CHAPTER II - --- REVIEW OF LITERATURE AND MODEL DEVELOPMENT --- p.5 / Chapter 2.0 --- Overview --- p.5 / Chapter 2.1 --- What is Service Encounter --- p.5 / Chapter 2.2 --- The Role of Temporal Dimensions of Service Encounters --- p.8 / Chapter 2.2.1 --- Duration and Frequency --- p.8 / Chapter 2.3 --- The Conceptual Model --- p.11 / Chapter 2.3.1 --- "The Causal Relations among Duration, Frequency and Authentic Understanding" --- p.17 / Chapter 2.3.2 --- "The Causal Relations among Duration, Frequency and Perceived Familiarity" --- p.20 / Chapter 2.3.3 --- "The Causal Relations among Duration, Frequency and Efficiency" --- p.21 / Chapter 2.3.4 --- "The Causal Relations among Authentic Understanding, Familiarity, Efficiency and Service Evaluation" --- p.24 / Chapter 2.3.5 --- Summary --- p.27 / Chapter CHAPTER III - --- METHODOLOGY --- p.28 / Chapter 3.0 --- Overview --- p.28 / Chapter 3.1 --- Research Design --- p.28 / Chapter 3.2 --- Manipulations --- p.29 / Chapter 3.3 --- The Sample and the Sampling Procedure --- p.29 / Chapter 3.3.1 --- The Sample --- p.29 / Chapter 3.3.2 --- Sampling Procedure --- p.29 / Chapter 3.4 --- Data Collection Procedures --- p.30 / Chapter 3.5 --- Operationalization of Constructs --- p.31 / Chapter 3.5.1 --- Service Evaluation (EVA) --- p.31 / Chapter 3.5.2 --- Authentic Understanding (UN) --- p.32 / Chapter 3.5.3 --- Perceived Familiarity (FAM) --- p.32 / Chapter 3.5.4 --- Efficiency (EFF) --- p.32 / Chapter 3.6 --- Data Analysis --- p.33 / Chapter 3.6.1 --- Manipulation Checks --- p.33 / Chapter 3.6.2 --- MANOVA analysis --- p.34 / Chapter 3.6.3 --- MANOVA by Structural Equation Modeling --- p.34 / Chapter 3.7 --- Research Activities --- p.36 / Chapter 3.7.1 --- Pretest 1 --- p.36 / Chapter 3.7.2 --- Pretest 2 --- p.38 / Chapter 3.7.3 --- The Main Study --- p.39 / Chapter 3.8 --- Summary --- p.39 / Chapter CHAPTER IV - --- RESULTS AND DISCUSSION --- p.40 / Chapter 4.0 --- Overview --- p.40 / Chapter 4.1 --- Manipulation Check --- p.40 / Chapter 4.2 --- MANOVA analysis --- p.40 / Chapter 4.3 --- MANOVA by Structural Equation Modeling --- p.45 / Chapter 4.3.1 --- Results --- p.47 / Chapter 4.3.2 --- Model Evaluation --- p.51 / Chapter 4.4 --- Discussion --- p.55 / Chapter 4.5 --- Summary --- p.58 / Chapter CHAPTER V - --- CONCLUSION --- p.59 / Chapter 5.0 --- Overview --- p.59 / Chapter 5.1 --- Summary of the Research --- p.59 / Chapter 5.2 --- Contributions of the Study --- p.61 / Chapter 5.2.1 --- The Theoretical Contributions --- p.61 / Chapter 5.2.2 --- The Managerial Implications --- p.62 / Chapter 5.3 --- The Limitations --- p.65 / Chapter 5.4 --- Future Research --- p.67 / Chapter 5.5 --- Summary --- p.68 / THE REFERENCE --- p.69 / Appendices --- p.77

Ho Yiu-chung. / Thesis (M.Phil.)--Chinese University of Hong Kong, 2000. / Includes bibliographical references (leaves 100-104). / Abstracts in English and Chinese. / Chapter Chapter One --- Introduction --- p.1-6 / Chapter Chapter Two --- Literature Review --- p.7-27 / Chapter Chapter Three --- Conceptual Models --- p.28-66 / Chapter Chapter Four --- Empirical Study --- p.67-85 / Chapter Chapter Five --- Discussions and Conclusion --- p.86-99 / Bibliography --- p.100 -104