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Trust based service relationship: the roles of benevolence, competence, and culture.

Sit Yau Fai. / Thesis submitted in: July 2005. / Thesis (M.Phil.)--Chinese University of Hong Kong, 2006. / Includes bibliographical references (leaves 56-66). / Abstracts in English and Chinese. / ABSTRACT (ENGLISH) --- p.i / ABSTRACT (CHINESE) --- p.iii / TABLE OF CONTENTS --- p.iv / LIST OF TABLES --- p.vi / LIST OF FIGURES --- p.vii / Chapter CHAPTER ONE --- INTRODUCTION --- p.1 / Chapter 1.1 --- Overview --- p.1 / Chapter 1.2 --- Background and Purpose --- p.1 / Chapter 1.3 --- Significance of this Thesis --- p.3 / Chapter 1.4 --- Outline of this Thesis --- p.4 / Chapter CHAPTER TWO --- LITERATURE REVIEW --- p.6 / Chapter 2.1 --- Overview --- p.6 / Chapter 2.2 --- Service Marketing and Trust --- p.6 / Chapter 2.2.1 --- Dimensions of Trust --- p.7 / Chapter 2.2.2 --- Benevolence and Competence Trust --- p.7 / Chapter 2.3 --- Trust Based Service Relationship and Customer Reactions --- p.9 / Chapter 2.3.1 --- Satisfaction and Service Relationship --- p.10 / Chapter 2.3.2 --- Behavioral Intentions and Service Relationship --- p.11 / Chapter 2.4 --- "Culture, Self-Construals and Trust" --- p.12 / Chapter CHAPTER THREE --- THEORETICAL AND CONCEPTUAL DEVELOPMENT --- p.15 / Chapter 3.1 --- Overview --- p.15 / Chapter 3.2 --- Effectiveness of Benevolence and Competence Trust --- p.15 / Chapter 3.3 --- Self-Construals and Service Failure --- p.19 / Chapter 3.3.1 --- Satisfaction and Repatronage Intention --- p.22 / Chapter 3.3.2 --- Complaint Intention --- p.24 / Chapter CHAPTER FOUR --- RESEARCH METHODOLOGY --- p.24 / Chapter 4.1 --- Introduction --- p.24 / Chapter 4.2 --- Research Design --- p.24 / Chapter 4.3 --- Procedures --- p.25 / Chapter 4.4 --- Participants --- p.26 / Chapter 4.5 --- Measures --- p.27 / Chapter CHAPTER FIVE --- RESEARCH FINDINGS --- p.29 / Chapter 5.1 --- Introduction --- p.29 / Chapter 5.2 --- Manipulation Checks --- p.29 / Chapter 5.3 --- Results --- p.30 / Chapter 5.3.1 --- Main Effects of Service Relationship --- p.32 / Chapter 5.3.2 --- Interaction Effects of Service Relationship --- p.34 / Chapter 5.3.2.1 --- Satisfaction --- p.34 / Chapter 5.3.2.2 --- Repatronage Intention --- p.37 / Chapter 5.3.2.3 --- Complaint Intention --- p.39 / Chapter CHAPTER SIX --- CONCLUSION --- p.43 / Chapter 6.1 --- Overview --- p.43 / Chapter 6.2 --- Discussion --- p.43 / Chapter 6.3 --- Limitations and Future Research --- p.48 / APPENDIX I Service Scenarios --- p.51 / APPENDIX II Demographics Profile --- p.53 / APPENDIX III Measures of Trust Used in the Study --- p.54 / APPENDIX IV Self-Construal Scale --- p.55 / REFERENCES --- p.56

Identiferoai:union.ndltd.org:cuhk.edu.hk/oai:cuhk-dr:cuhk_325493
Date January 2006
ContributorsSit, Yau Fai., 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, vii, 66 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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