標題: The Interaction between Service Employees and Customers toward the Increase of Purchase Intention: An Evidence from Service Industry
作者: Wu, Yu-Chi
Lin, Grace T. R.
Lin, Jan-Ruei
科技管理研究所
Institute of Management of Technology
關鍵字: Customer-oriented Behavior;Customer Trust;Perceived Performance Risk;Purchase Intention;Moderated Mediation
公開日期: 1-一月-2019
摘要: The purpose of this study is to explore the managerial question of how travel agents may interact with customers toward the increase of purchase intention of tour packages within a perceived performance risk context. This empirical study utilizes moderated mediation techniques for data analysis. The findings indicate that the consumer perceived performance risk influences the mediated relationship between travel agent customer-oriented behavior and purchase intention via customer trust. The implications indicate that travel companies in a service sector of high perceived performance risk may benefit from incorporating travel agents acting in customer-oriented behaviors in order to increase customer confidence and trust in purchase decision making.
URI: http://hdl.handle.net/11536/148721
ISSN: 0022-4456
期刊: JOURNAL OF SCIENTIFIC & INDUSTRIAL RESEARCH
Volume: 78
起始頁: 26
結束頁: 30
顯示於類別:期刊論文