Browsing by Author "Jen, William"

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Assessing asymmetric response effect of behavioral intention to service quality in an integrated psychological decision-making process model of intercity bus passengers: a case of Taiwan
(2008-01-01)
Lin, Jiun-Hung
;
Lee, Tzong-Ru
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Jen, William
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運輸與物流管理系註：原交通所+運管所
;
Department of Transportation and Logistics Management
This study introduces the concept of loss aversion to consumer behavioral intention at the personal psychological level to develop an integrative structural equation model for analyzing traveler psychological decision making. In this model, the relationship between behavioral intention and service quality is a non-smooth function based on the theory of loss aversion. The expectation service quality in the SERVQUAL model proposed by Parasuraman, Zeithaml, and Berry (PZB) serves as a reference point. This model can be applied to analyze the effect of non-smooth response of behavioral intention to service quality in a traveler psychological decision-making process model. Intercity travel among cities in Taiwan is used as an empirical example. Data were gathered in cities in Taiwan via a questionnaire survey, and the model was tested using path analysis performed by LISREL. The empirical result shows that all causal relationships are statistically significant. Service quality loss influences repurchase intention more than does Service quality gain. Finally, this study concludes by discussing managerial implications and suggesting directions for future research.
Click "Like" on Facebook: The Effect of Customer-to-customer Interaction on Customer Voluntary Performance for Social Networking Sites
(2017)
Hu, Kai-Chieh
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Lu, Mingying
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Huang, Feng-Yi
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Jen, William
;
運輸與物流管理系註：原交通所+運管所
Social networking sites, such as Facebook, are becoming a prevalent form of communication between people. Despite the enormous popularity of clicking the like button on Facebook, little research has been done in either network or behavior. This study focuses on how clicking a like button on Facebook affects other browsers. We examine the influence of customer-to-customer interaction (CCI) on customer voluntary performance (CVP) for social networking sites. This study employed structural equation modeling to investigate a research model based on a total of 210 valid surveys from social networking site users. The results indicated that CCI does influence satisfaction, commitment, and the commitment effect CVP, which is composed of loyalty, cooperation, and participation. This study suggests that positive CCI will lead to positive commitment and satisfaction. The higher commitment then causes higher CVP. These findings have implications for both marketers and consumer behavior researchers.
Click "Like" on Facebook: The Effect of Customer-to-customer Interaction on Customer Voluntary Performance for Social Networking Sites
(2017)
Hu, Kai-Chieh
;
Lu, Mingying
;
Huang, Feng-Yi
;
Jen, William
;
運輸與物流管理系註：原交通所+運管所
Social networking sites, such as Facebook, are becoming a prevalent form of communication between people. Despite the enormous popularity of clicking the like button on Facebook, little research has been done in either network or behavior. This study focuses on how clicking a like button on Facebook affects other browsers. We examine the influence of customer-to-customer interaction (CCI) on customer voluntary performance (CVP) for social networking sites. This study employed structural equation modeling to investigate a research model based on a total of 210 valid surveys from social networking site users. The results indicated that CCI does influence satisfaction, commitment, and the commitment effect CVP, which is composed of loyalty, cooperation, and participation. This study suggests that positive CCI will lead to positive commitment and satisfaction. The higher commitment then causes higher CVP. These findings have implications for both marketers and consumer behavior researchers.
Effects of Product Option Framing and Temporal Distance on Consumer Choice: The Moderating Role of Process versus Outcome Mental Simulations
(2016-10)
Lu, Mingying
;
Jen, William
;
交大名義發表
;
運輸與物流管理系註：原交通所+運管所
;
National Chiao Tung University
This research demonstrates that the type of product option framing (additive vs. subtractive) and the temporal distance between an option choice and later buying behavior can influence decision difficulty. In two studies, the authors show that consumers who engage in additive option framing experience greater difficulty in making decisions for the near future than for the distant future, whereas consumers who engage in subtractive option framing experience greater difficulty in making decisions for the distant future than for the near future. In addition, by using theories of mental simulation, the authors show that communication strategies that promote process simulations for distant-future choices in the subtractive option framing condition and those that promote outcome simulations for near-future choices in the additive option framing condition are most effective in reducing decision difficulty. These effects hold across varying product categories and varying option prices.
EXPLORING ANTECEDENTS OF BUSINESS CUSTOMER'S SATISFACTION AND LOYALTY OF AIR CARGO TERMINAL IN TAIWAN
(2008-01-01)
Hu, Kai Chich
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Jen, William
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Huang, Mei Chieh
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科技管理研究所
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Institute of Management of Technology
The air cargo terminals (ACTs) recently focus on developing relationship with customers to meet their requirements and enhance loyalty in the competitive environments in Taiwan. The purpose of this study is to explore the effects of service quality, innovation capability and corporate image on customer's satisfaction and loyalty of ACTs. After reviewing the literatures, the structural equation modeling (SEM) was conducted to test the research model. The data was collected from ACTs' customers by the questionnaire at Taoyuan International Airport in Taiwan. The results show that customer satisfaction has a statistical on loyalty, and service quality, innovation capability and corporate image have a positive effect on customer satisfaction respectively. Finally, this study discussed the managerial implications and offered suggestions for the future researches.
Managing passenger behavioral intention: an integrated framework for service quality, satisfaction, perceived value, and switching barriers
(2011-03-01)
Jen, William
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Tu, Rungting
;
Lu, Tim
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運輸與物流管理系註：原交通所+運管所
;
Department of Transportation and Logistics Management
This paper seeks to improve our understanding of passengers' behavioral intention by proposing an integrated framework from the attitudinal perspective. According to the literature in marketing research, we establish a causal relationship model that considers "service quality-satisfaction-behavioral intentions" paradigm, perceived value theory, and switching barrier theory. Exploring passengers' behavioral intention from satisfaction and perceived value help to understand how passengers are attracted by the company, while switching barriers assist in realizing how passengers are "locked" into a relationship with the current company. Furthermore, in order to capture the nature of service quality, we adopt a hierarchical factor structure which serves service quality as the higher-order factor. In this study, coach industry is selected as our research subject. The empirical results, as hypothesized, show that all causal relationships are statistically significant, and perceived value us the most important predictor of satisfaction and passengers' behavioral intention. In conclusion, the managerial implications and suggestions for future research are discussed.
Passengers' perceived service quality of city buses in Taipei: Scale development and measurement
(2006-09-01)
Hu, Kai-Chieh
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Jen, William
;
運輸與物流管理系註：原交通所+運管所
;
Department of Transportation and Logistics Management
To understand fully passengers' perceptions and expectations of the bus service quality in Taipei, business managers and governmental agencies must seek a proper scale that can reflect passengers' opinions accurately. This study develops and tests a service quality scale designed for a city bus transit system in Taipei. Churchill's paradigm and a focus group interview were combined into a multistage scale development procedure. Based on the procedure, Taipei city buses were selected as the example, for which a service quality scale was developed. The final scale contains four dimensions and 20 items. These four dimensions are 'interaction with passengers', 'tangible service equipment', 'convenience of service' and 'operating management support'. Finally, the results of scale development and the managerial applications of the service quality scale for the city transit system are discussed.
The role of service value and switching barriers in an integrated model of behavioural intentions
(2011)
Lu, Tim
;
Tu, Rungting
;
Jen, William
;
運輸與物流管理系註：原交通所+運管所
;
Department of Transportation and Logistics Management
There are many ways to increase consumers' purchase intentions, and most studies explore this issue by adopting the 'quality-satisfaction-behavioural intentions' paradigm. However, this approach may overlook a few important factors including customer sacrifice, perceived value, and switching barriers. This study proposes an integrated model that incorporates the service value and switching barriers perspectives to further examine the formation of behavioural intentions. Specifically, our research model synthesises two key determinants of service values (service sacrifice and service quality) and the two main switching barriers (switching cost and alternative attractiveness). Furthermore, because previous studies on the links among these constructs are rather divergent and fragmented, we build structural causal relationships among these factors to explain consumers' decision processes. Several competing theories are also presented and compared to this new research model. The results, as hypothesised, suggest that service value is the most effective predictor of satisfaction and customers' behavioural intentions; the findings also support previous research indicating that cognitive evaluations precede emotional responses. We highlight the delivery of service value as a strategic imperative and stress the research stream of service value measurement.