Return to search

An empirical study of customer switching behaviour in service industries.

by Leona Tam Wing Yin. / Thesis (M.Phil.)--Chinese University of Hong Kong, 1997. / Includes bibliographical references (leaves 115-122). / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.iii / LIST OF FIGURES --- p.vi / LIST OF TABLES --- p.vii / Chapter Chapter I: --- INTRODUCTION --- p.1 / Chapter 1.0 --- Overview --- p.1 / Chapter 1.1 --- Objective --- p.2 / Chapter 1.2 --- The Service Switching Behavior Model --- p.3 / Chapter 1.3 --- The Design --- p.3 / Chapter 1.4 --- Significance of This Study --- p.5 / Chapter 1.5 --- Outline of This Study --- p.5 / Chapter Chapter II: --- REVIEW OF LITERATURE AND MODEL DEVELOPMENT --- p.7 / Chapter 2.0 --- Overview --- p.7 / Chapter 2.1 --- Review of Relevant Studies in Services --- p.7 / Chapter 2.1.1 --- Unique Characteristics of Services --- p.7 / Chapter 2.1.2 --- Classification of Services --- p.9 / Chapter 2.1.3 --- Measurement of Service Quality --- p.14 / Chapter 2.1.4 --- Review of Past Studies in Service Switching Behavior --- p.16 / Chapter 2.1.5 --- Characteristics of Service Switchers --- p.18 / Chapter 2.2 --- Limitations of Past Studies --- p.18 / Chapter 2.3 --- The Conceptual Model --- p.20 / Chapter 2.3.1 --- The Conceptual Framework --- p.20 / Chapter 2.3.2 --- Definition of Constructs --- p.22 / Chapter 2.3.3 --- Causal Relationships among Constructs in the Conceptual Model and Hypotheses --- p.25 / Chapter 2.4 --- Summary --- p.32 / Chapter Chapter III: --- METHODOLOGY --- p.33 / Chapter 3.0 --- Overview --- p.33 / Chapter 3.1 --- Research Methodology --- p.33 / Chapter 3.1.1 --- Research Strategies and Three-Horned Dilemma --- p.33 / Chapter 3.1.2 --- The Research Strategy Chosen for This Study --- p.34 / Chapter 3.1.3 --- The Design --- p.35 / Chapter 3.1.4 --- The Sample --- p.36 / Chapter 3.1.5 --- The Data Collection Procedure --- p.37 / Chapter 3.2 --- Operationalization of Constructs --- p.38 / Chapter 3.3 --- Statistical Analysis --- p.43 / Chapter 3.4 --- Research Activities --- p.45 / Chapter 3.4.1 --- Pretest for Selection of Services for the Study --- p.45 / Chapter 3.4.2 --- Pretest of the Questionnaire --- p.48 / Chapter 3.4.3 --- The Main Study --- p.48 / Chapter 3.5 --- Summary --- p.48 / Chapter Chapter IV: --- ANALYSIS AND DISCUSSION OF RESULTS --- p.50 / Chapter 4.0 --- Overview --- p.50 / Chapter 4.1 --- Scale Assessment --- p.50 / Chapter 4.1.1 --- Unidimensionality of the Constructs --- p.51 / Chapter 4.1.1.1 --- Exploratory Factor Analyses --- p.51 / Chapter 4.1.1.2 --- Confirmatory Factor Analyses --- p.52 / Chapter 4.1.2 --- Reliability --- p.53 / Chapter 4.2 --- Structural Equation Modeling --- p.54 / Chapter 4.2.1 --- The Structural Equation Models for All Three Services Combined --- p.55 / Chapter 4.2.1.1 --- The Full Model for All Three Services Combined --- p.55 / Chapter 4.2.1.2 --- The Modified Model for All Three Services Combined --- p.59 / Chapter 4.2.2 --- The Structural Equation Model for Fastfood Restaurants --- p.61 / Chapter 4.2.3 --- The Structural Equation Model for Hair Salons --- p.61 / Chapter 4.2.4 --- The Structural Equation Model for Banks --- p.62 / Chapter 4.3 --- Discussion --- p.63 / Chapter 4.3.1 --- Results of the Service Switching Model for All Three Services Combined --- p.63 / Chapter 4.3.2 --- Comparison of Structural Model Results of Overall Model and Individual Models --- p.64 / Chapter 4.4 --- Summary --- p.67 / Chapter Chapter V: --- CONCLUSION --- p.68 / Chapter 5.0 --- Overview --- p.68 / Chapter 5.1 --- Summary of the Research --- p.68 / Chapter 5.2 --- Contributions of the Research --- p.72 / Chapter 5.2.1 --- Theoretical Contributions --- p.72 / Chapter 5.2.2 --- Managerial Implications --- p.76 / Chapter 5.3 --- Limitations --- p.82 / Chapter 5.3.1 --- Research Design --- p.82 / Chapter 5.3.2 --- Sample and Sampling Procedure --- p.83 / Chapter 5.3.3 --- Data Collection Procedure --- p.84 / Chapter 5.3.4 --- Measurement --- p.85 / Chapter 5.4 --- Future Research Direction --- p.85 / Chapter 5.4.1. --- The Use of More Comprehensive Model as the Conceptual Framework --- p.85 / Chapter 5.4.2 --- Testing the Effect of Situational Factors on Service Switching --- p.86 / Chapter 5.4.3 --- Testing the Effect of the Customer's Personal Characteristics --- p.86 / Chapter 5.4.4 --- Using Different Service Classification Schemes to Choose Representative Service Industries to Be Tested in the Conceptual Model --- p.87 / Chapter 5.5 --- Summary --- p.87 / FIGURES: / Figure 1 --- p.89 / Figure 2 --- p.90 / TABLES: / Table 1 --- p.91 / Table 2 --- p.92 / Table 3 --- p.94 / Table 4 --- p.95 / Table 5 --- p.97 / Table 6 --- p.98 / Table 7 --- p.100 / Table 8 --- p.102 / Table 9 --- p.104 / Table 10 --- p.106 / Table 11 --- p.108 / Table 12 --- p.109 / APPENDIX --- p.110 / REFERENCE --- p.115

Identiferoai:union.ndltd.org:cuhk.edu.hk/oai:cuhk-dr:cuhk_321944
Date January 1997
ContributorsTam, Leona Wing Yin., Chinese University of Hong Kong Graduate School. Division of Business Administration.
Source SetsThe Chinese University of Hong Kong
LanguageEnglish
Detected LanguageEnglish
TypeText, bibliography
Formatprint, 122 leaves ; 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/)

Page generated in 0.0023 seconds