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The effect of service encounter duration on the customers' evaluation of the service.

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

Identiferoai:union.ndltd.org:cuhk.edu.hk/oai:cuhk-dr:cuhk_323166
Date January 2000
ContributorsChan, Wai Man., Chinese University of Hong Kong Graduate School. Division of Business Administration.
Source SetsThe Chinese University of Hong Kong
LanguageEnglish, Chinese
Detected LanguageEnglish
TypeText, bibliography
Formatprint, v, 85 leaves : ill. ; 30 cm.
RightsUse of this resource is governed by the terms and conditions of the Creative Commons “Attribution-NonCommercial-NoDerivatives 4.0 International” License (http://creativecommons.org/licenses/by-nc-nd/4.0/)

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