AI Strategy and Concepts Bibliography |
![]() |
![]() |
Cho, J. E., & Hu, H. (2009). The effect of service quality on trust and commitment varying across generations. International journal of consumer studies, 33(4), 468–476. Added by: SijanLibrarian (2022-11-16 15:57:12) Last edited by: SijanLibrarian (2022-11-16 15:58:45) |
Resource type: Journal Article BibTeX citation key: Cho2009 Email resource to friend View all bibliographic details ![]() |
Categories: Cognitive Science, Computer Science, Decision Theory, Engineering, General, Sociology Subcategories: Human decisionmaking, Human factors engineering, Human learning, Social networks Creators: Cho, Hu Collection: International journal of consumer studies |
Views: 15/15 Views index: 45% Popularity index: 11.25% |
Abstract |
We examine the effect of service quality on consumer trust and commitment in the context of obtaining a financial loan and how these relationships vary across different generational cohorts. We find that the service quality offered by a loan officer has a significant effect on consumer trust towards a financial institution, which in turn influences consumer commitment to a financial institution for a future transaction. We also find that relative strengths of a few paths in the model differ across different age cohorts, indicating some generational variability in the relationship between service quality, trust and commitment.
|