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How pre-engagement factors and servi...

McMahan, Philip.

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How pre-engagement factors and service product attribute complexity impact customer tenure with a retailer.

紀錄類型:	書目-電子資源 : Monograph/item
正題名/作者:	How pre-engagement factors and service product attribute complexity impact customer tenure with a retailer./
作者:	McMahan, Philip.
面頁冊數:	125 p.
附註:	Source: Dissertation Abstracts International, Volume: 77-02(E), Section: A.
Contained By:	Dissertation Abstracts International77-02A(E).
標題:	Business administration. -
電子資源:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3727704
ISBN:	9781339128832

How pre-engagement factors and service product attribute complexity impact customer tenure with a retailer.
McMahan, Philip.

How pre-engagement factors and service product attribute complexity impact customer tenure with a retailer. - 125 p.

Source: Dissertation Abstracts International, Volume: 77-02(E), Section: A.

Thesis (Ph.D.)--Oklahoma State University, 2014.

The purpose of this research is to look at how various cultural dimensions---power distance, uncertainty avoidance, and individualism/collectivism---are related to the actual tenure of a customer with a retail service provider. In addition, how these same culture dimensions impact the selection of a service product based on the complexity of the service product attributes was examined. Additionally, how the complexity of the service product attributes relate directly to customer tenure with the retail service provider was studied. Finally, how the customer's anticipated service quality expectations, another pre-engagement factor, was explored with regard to its impact on the subsequent tenure of the customer with the retail service provider.

ISBN: 9781339128832Subjects--Topical Terms:

3168311
Business administration.

How pre-engagement factors and service product attribute complexity impact customer tenure with a retailer.
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245 1 0 $a How pre-engagement factors and service product attribute complexity impact customer tenure with a retailer.
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500 $a Source: Dissertation Abstracts International, Volume: 77-02(E), Section: A.
500 $a Adviser: Todd Arnold.
502 $a Thesis (Ph.D.)--Oklahoma State University, 2014.
520 $a The purpose of this research is to look at how various cultural dimensions---power distance, uncertainty avoidance, and individualism/collectivism---are related to the actual tenure of a customer with a retail service provider. In addition, how these same culture dimensions impact the selection of a service product based on the complexity of the service product attributes was examined. Additionally, how the complexity of the service product attributes relate directly to customer tenure with the retail service provider was studied. Finally, how the customer's anticipated service quality expectations, another pre-engagement factor, was explored with regard to its impact on the subsequent tenure of the customer with the retail service provider.
520 $a This study was done using both primary survey data regarding culture and anticipated service quality expectations and secondary data from a bank's retail checking account base to calculate customer tenure. One unique feature of this research is that it develops the customer tenure relationship using actual customer tenure, not intention to remain. In addition, expert raters were used to develop the relative service product attribute complexity rankings for the various types of retail checking accounts offered. The results demonstrated that the cultural dimension of collectivism and the tangible construct of anticipated service quality expectations did have significant effects, positive and negative respectfully, on customer tenure. Also, service product attribute complexity did have a significant positive effect on customer tenure.
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