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Customer Satisfacton Forming Mechanism in Service Industry in Relationship Marketing Paradigm |
DU Jian-Gang, FAN Xiu-Cheng, FENG Tian-Jun |
1.Nankai University, Tianjin, China;2. Fudan University, Shanghai, China |
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Abstract This paper analyse the multivariables of service quality (soft quality, hard quality), customer trust (consumer's trust in the salesperson; consumer's trust in the corporation), perceived value, customer commitment and customer satisfaction and examines their relationships. An integrated conceptual model is developed and a series of theoretical hypotheses describing the the relationships are put forward. Furthermore, this paper formulates the Structural Equation Model (SEQ) of consumer's buying behavior. Finally, it provides some suggestions for customer satisfaction improvement to the service corporations.
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Received: 04 May 2008
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