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Perceived cohesiveness of service fi...

Matta, Shashi Mohan.

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Perceived cohesiveness of service firms: Consequences for consumers' perceptions of variability in service quality and resolution of inconsistent service quality information.

Record Type:	Electronic resources : Monograph/item
Title/Author:	Perceived cohesiveness of service firms: Consequences for consumers' perceptions of variability in service quality and resolution of inconsistent service quality information./
Author:	Matta, Shashi Mohan.
Description:	94 p.
Notes:	Source: Dissertation Abstracts International, Volume: 67-10, Section: A, page: 3903.
Contained By:	Dissertation Abstracts International67-10A.
Subject:	Business Administration, Marketing. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3237145
ISBN:	9780542911941

Perceived cohesiveness of service firms: Consequences for consumers' perceptions of variability in service quality and resolution of inconsistent service quality information.
Matta, Shashi Mohan.

Perceived cohesiveness of service firms: Consequences for consumers' perceptions of variability in service quality and resolution of inconsistent service quality information. - 94 p.

Source: Dissertation Abstracts International, Volume: 67-10, Section: A, page: 3903.

Thesis (Ph.D.)--University of Southern California, 2006.

In this dissertation, I investigate consumers' perceptions of service firm cohesiveness, and argue that enhancing the perceived cohesiveness of a service firm has vital implications for consumers' evaluation of service provided by that firm. The first experiment establishes the basic phenomena that high (vs. low) perceived cohesiveness of a service firm leads to reduced expectations of variability in service quality, and greater integration of information from a service encounter into overall evaluations of the service brand. The second experiment shows that high (vs. low) perceived cohesiveness of a service firm leads to greater and more positive resolution of heterogeneous or inconsistent service quality information about a service firm via differential weighting of the inconsistent pieces of information. Evidence from consumers' attributions shows that when the firm is high in perceived cohesiveness, consumers elaborate on the inconsistency of the information, attach greater weight to the positive service quality information, and tend to explain away the negative service quality information. In the third experiment, using a different manipulation of perceived cohesiveness, I replicate findings from experiment 2 and identify a boundary condition for the effect of perceived cohesiveness.

ISBN: 9780542911941Subjects--Topical Terms:

1017573
Business Administration, Marketing.

Perceived cohesiveness of service firms: Consequences for consumers' perceptions of variability in service quality and resolution of inconsistent service quality information.
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100 1 $a Matta, Shashi Mohan. $3 1920209
245 1 0 $a Perceived cohesiveness of service firms: Consequences for consumers' perceptions of variability in service quality and resolution of inconsistent service quality information.
300 $a 94 p.
500 $a Source: Dissertation Abstracts International, Volume: 67-10, Section: A, page: 3903.
500 $a Adviser: Valerie S. Folkes.
502 $a Thesis (Ph.D.)--University of Southern California, 2006.
520 $a In this dissertation, I investigate consumers' perceptions of service firm cohesiveness, and argue that enhancing the perceived cohesiveness of a service firm has vital implications for consumers' evaluation of service provided by that firm. The first experiment establishes the basic phenomena that high (vs. low) perceived cohesiveness of a service firm leads to reduced expectations of variability in service quality, and greater integration of information from a service encounter into overall evaluations of the service brand. The second experiment shows that high (vs. low) perceived cohesiveness of a service firm leads to greater and more positive resolution of heterogeneous or inconsistent service quality information about a service firm via differential weighting of the inconsistent pieces of information. Evidence from consumers' attributions shows that when the firm is high in perceived cohesiveness, consumers elaborate on the inconsistency of the information, attach greater weight to the positive service quality information, and tend to explain away the negative service quality information. In the third experiment, using a different manipulation of perceived cohesiveness, I replicate findings from experiment 2 and identify a boundary condition for the effect of perceived cohesiveness.
590 $a School code: 0208.
650 4 $a Business Administration, Marketing. $3 1017573
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710 2 0 $a University of Southern California. $3 700129
773 0 $t Dissertation Abstracts International $g 67-10A.
790 1 0 $a Folkes, Valerie S., $e advisor
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791 $a Ph.D.
792 $a 2006
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3237145