Ấn phẩm:
Service quality, customer perceived value and repurchase intention in B2B professional service context - the case of general insurance sector in Vietnam
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Tóm tắt
As markets become increasingly competitive, service quality has become not only a differentiating point for customer oriented firms, but also a critical element for firms to sustain their competitive advantage (Kumar and Reinartz, 2016). However, not all firms understand the importance of service quality, especially in professional business-to-business (B2B) services (Brady and Cronin, 2001; Cronin, Brady and Hult, 2000; Keh and Pang, 2010). Therefore, this thesis investigates factors within service quality that influence customer perceived value (CPV), and in turn lead to customer satisfaction, word of mouth and repurchase intention (Kumar and Reinartz, 2016; Lemon, Rust and Zeithaml, 2001). Accordingly, this thesis examines service quality in the general insurance sector (OCGIS), a highly-involved high-value B2B service industry in Vietnam. The rationale for selecting this research context will be provided in detail in the following chapters. The application of service quality in this research context has never been done before, thus, this thesis has thoroughly applied a two phase approach towards this research phenomenon: (1) qualitative study; and (2) quantitative study.
Phase 1 includes exploratory research via 7 in-depth interviews, a focus group with 7 Vietnamese high-level executives in large multinational firms in Vietnam and 6 interviews with experienced experts in general insurance sector. Phase 2 includes a scale development process and a Structure Equation Modeling analysis to analyse survey data collected from 547 executives in large multinational companies in Vietnam
Mô tả
271 tr.
Tác giả
Nguyễn, Xuân Nhĩ
Người hướng dẫn
Bùi, Quang Thông
Nguyen, Doan
Nguyen, Doan
Nơi xuất bản
Nhà xuất bản
Trường Đại học Quốc tế
Năm xuất bản
2019
ISSN tạp chí
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Từ khóa chủ đề
Customer relations. , Customer services. , Dịch vụ khách hàng. , Quan hệ khách hàng.