Testing the Incremental Validity of Consumers’ Experience and Perceived Value- The Comparison between cases of Highway Busses and Department Stores

• Main Authors: Yu-te Lin, 林育德
• Other Authors: Bin-win Peng
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/08938545883558432269

碩士 === 玄奘大學 === 國際企業學系碩士班 === 98 === Basing on the renowned quality-satisfaction-loyalty framework, this study investigates the incremental validity of consumer experience and perceived value on customer satisfaction and loyalty. The focus service industries are highway bus and department store. The empirical results of this survey research indicate that: 1.After controlling the impact of perceived quality, consumers’ experience possesses incremental validity on customer satisfaction. The impact of consumers’ experience on customer satisfaction is higher than perceived quality for hedonic service. 2.After controlling the impact of perceived quality and consumers’ experience, perceived value possesses incremental validity on customer satisfaction. 3.The mediating role of perceived value between perceived quality and customer satisfaction is not sufficiently supported, which is not in accordance with existing literature. Finally, the implications in theoretical development and practical application and the suggestions for further research are provided.