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The antecedents of re-purchase intentions: the service quality perspective

Perrone, Anthony and Wong, Ho Yin 2013, The antecedents of re-purchase intentions: the service quality perspective, International journal of services, economics and management, vol. 5, no. 3, pp. 203-221, doi: 10.1504/IJSEM.2013.054949.

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Title The antecedents of re-purchase intentions: the service quality perspective
Author(s) Perrone, Anthony
Wong, Ho YinORCID iD for Wong, Ho Yin
Journal name International journal of services, economics and management
Volume number 5
Issue number 3
Start page 203
End page 221
Total pages 19
Publisher Inderscience Publishers
Place of publication Olney, England
Publication date 2013
ISSN 1753-0822
Keyword(s) services management
customer service
service quality
re-purchase intentions
service performance
Summary The aim of this quantitative study is to undertake empirical research investigating the nature and magnitude of the determinants of re-purchase intentions from the point of view of service performance and post purchase perceptions. A theoretical model linking service quality issues and re-purchase intentions was developed and tested using structural equation modelling of 318 surveyed participants at various day spa locations. The findings of this study confirm that the enhancement of the delivery of high quality service, an accommodating environment and strengthening relationships with customers are more likely to increase re-purchase intentions. The major values of this study are the establishment of the role of service quality on re-purchase intentions and the mediating role of customer relationship strength. The major limitation of this research is the study was undertaken in a single service industry.
Language eng
DOI 10.1504/IJSEM.2013.054949
Field of Research 150503 Marketing Management (incl Strategy and Customer Relations)
Socio Economic Objective 910403 Marketing
HERDC Research category C1 Refereed article in a scholarly journal
Copyright notice ©2013, Inderscience Publishers
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Document type: Journal Article
Collection: Deakin Graduate School of Business
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Created: Fri, 28 Jun 2013, 11:21:41 EST by Aysun Alpyurek

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