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dc.contributor.authorEisingerich, AB
dc.contributor.authorBell, SJ
dc.date.available2014-05-21T21:03:51Z
dc.date.issued2008-02-01
dc.identifierhttp://gateway.webofknowledge.com/gateway/Gateway.cgi?GWVersion=2&SrcApp=PARTNER_APP&SrcAuth=LinksAMR&KeyUT=WOS:000252633600004&DestLinkType=FullRecord&DestApp=ALL_WOS&UsrCustomerID=d4d813f4571fa7d6246bdc0dfeca3a1c
dc.identifier.citationEisingerich, A. B. & Bell, S. J. (2008). Perceived service quality and customer trust - Does enhancing customers' service knowledge matter?. JOURNAL OF SERVICE RESEARCH, 10 (3), pp.256-268. https://doi.org/10.1177/1094670507310769.
dc.identifier.issn1094-6705
dc.identifier.urihttp://hdl.handle.net/11343/28024
dc.descriptionC1 - Refereed Journal Article
dc.description.abstract<jats:p> The authors show that investments in enhancing customers' service knowledge strengthen customer trust in an organization and thus can act as an important service differentiator. Customer education initiatives, however, also affect the impact of perceived service quality on customer trust. Successful marketers should be aware of the dynamic relationships between customer education, expertise, and service quality in managing customers' attitudes toward firms. Using data collected from customers of a global financial services firm, this study modeled the multifaceted impact of customer education initiatives on the relationship between service quality and trust. The findings suggest that customer education affects the relative importance of technical and functional service quality for building customer trust in a firm. Research implications point to new business opportunities for service differentiation and relationship marketing. </jats:p>
dc.languageEnglish
dc.publisherSAGE PUBLICATIONS INC
dc.subjectMarketing
dc.titlePerceived service quality and customer trust - Does enhancing customers' service knowledge matter?
dc.typeJournal Article
dc.identifier.doi10.1177/1094670507310769
melbourne.peerreviewPeer Reviewed
melbourne.affiliationThe University of Melbourne
melbourne.affiliation.departmentManagement and Marketing
melbourne.source.titleJournal of Service Research
melbourne.source.volume10
melbourne.source.issue3
melbourne.source.pages256-268
melbourne.publicationid139772
melbourne.elementsid319596
melbourne.contributor.authorBell, Simon
melbourne.internal.ingestnoteAbstract bulk upload (2017-07-20)
dc.identifier.eissn1552-7379
melbourne.accessrightsThis item is currently not available from this repository


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