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Phillips Lunding – Silver Birches

Phillips Lunding

Phillips Lunding posted an update 3 years, 8 months ago

使用結構化問卷從 259 名接受送貨上門服務的受訪者中收集數據。使用帶有 SmartPLS 工具的偏最小二乘結構方程建模 (PLS-SEM) 分析概念模型。研究結果表明，服務質量、客戶感知價值和信任影響客戶滿意度。服務質量與客戶滿意度之間的關係以及客戶感知價值與滿意度之間的關係均部分地由信任中介。研究結果通過擴展 SERVQUAL 模型以將存在信任的感知價值納入信任的滿意度模型的開發和驗證，同時符合期望不確認理論。例如，雖然 Out of Print 成功地為襪子提供 BOGO 折扣，但並非所有消費者都購買單雙襪子。

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Phillips Lunding became a registered member 3 years, 8 months ago

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