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| Impact of Service Quality on Customer Behavioral Intentions in Industrial Services:
A Multidimensional Perspective |
| XU Yueheng,ZHANG Mingli,TANG Saili |
| Beijing University of Aeronautics and Astronautics, Beijing, China |
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Abstract The study aims to explore the direct impact of industrial service quality on customer behavioral intentions from multidimensional perspective. Firstly, a conceptual framework that reflects the direct impact of different dimensions of service quality on each customer behavioral intentions is developed. Then, data is collected by questionnaire survey of buyers in industrial logistics and analyzed by software SmartPLS2.0 and structural equation modeling. The results show that in industrial services context, all three dimensions of service quality have significant and positive impacts on customers’ repurchasing intentions and WoM, among which hardware quality, which is followed by technical quality, has the strongest impact, while functional quality has the minimal one. The study has implications for industrial services companies on how to maintain customer relationships by enhancing service quality management.
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Received: 26 October 2011
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2013, Vol. 10 
