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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
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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.
  
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