英文摘要 |
Customer satisfaction and trust are recognized as main ingredients for relationship quality, and also gives a challenge for service organizations to maintain relationship with customers effectively. This study proposes and tests a model: economic satisfaction and social satisfaction are modeled antecedents to trust, which in turn is antecedent to repurchase intention. These relationships are then hypothesized to be moderated by high versus low customer knowledge groups, a moderation based on central versus peripheral processing. We argue that it exits a different mechanism in cultivating an effective relationship quality with a high-knowledge customer versus a low-knowledge customer.Applying two-steps structural equation modeling to analyzing the roles of product knowledge and trust, the result shows this research model is to be moderated by high versus low knowledge. It reveals the economic satisfaction impacts on trust for the high-knowledge group; the social satisfaction has an influence on trust for the low-knowledge group. Another important finding reveals the degree to which ec... |