An examination of service quality dimensionality and positive word-of-mouth intentions in a Chinese telecommunication context Lee, Alvin, Ye, Ren and Lam, Desmond 2011, An examination of service quality dimensionality and positive word-of-mouth intentions in a Chinese telecommunication context, in ANZMAC 2011 : Marketing in the age of consumerism : Jekyll or Hyde? : Proceedings of the Australian and New Zealand Marketing Academy Conference, ANZMAC, Perth, W.A., pp. 1-8. Attached Files Name Description MIMEType Size Downloads lee-examinationofservice-2011.pdf Published version application/pdf 237.21KB 359 Title An examination of service quality dimensionality and positive word-of-mouth intentions in a Chinese telecommunication context Author(s) Lee, Alvin orcid.org/0000-0002-5364-9124 Ye, Ren Lam, Desmond Conference name Australian and New Zealand Marketing Academy Conference (2011 : Perth, West Australia) Conference location Perth, West Australia Conference dates 28-30 Nov. 2011 Title of proceedings ANZMAC 2011 : Marketing in the age of consumerism : Jekyll or Hyde? : Proceedings of the Australian and New Zealand Marketing Academy Conference Publication date 2011 Start page 1 End page 8 Total pages 8 Publisher ANZMAC Place of publication Perth, W.A. Keyword(s) word-of-mouth service quality SERVQUAL China Summary Word-of-mouth is a powerful force in today’s marketplace. However, few researchers examine how the dimensions of SERVQUAL relate to positive word-of-mouth, particularly in the Chinese market. This study attempts to fill this gap. The context is Chinese telecommunication market. A survey was conducted with a sample of 241 respondents. The results showed that Reliability and Assurance encouraged more positive word-of-mouth intention, while Tangibles, Responsiveness, and Empathy did not have any significant effect on one’s word-of-mouth. These findings have useful implications to international service companies, particularly those operating in a Chinese environment, by identifying factors that are salient to the generation of positive word-of-mouth. Language eng Field of Research 159999 Commerce, Management, Tourism and Services not elsewhere classified Socio Economic Objective 970115 Expanding Knowledge in Commerce, Management, Tourism and Services HERDC Research category E1.1 Full written paper - refereed ERA Research output type E Conference publication Copyright notice ©2011, ANZMAC Free to Read? Yes Persistent URL http://hdl.handle.net/10536/DRO/DU:30076050 Document type: Conference Paper Collections: Faculty of Business and Law Open Access Collection Department of Marketing 2018 ERA Submission Related Links Link Description Connect to Elements publication management system Go to link with your DU access privileges     Unless expressly stated otherwise, the copyright for items in DRO is owned by the author, with all rights reserved. Every reasonable effort has been made to ensure that permission has been obtained for items included in DRO. If you believe that your rights have been infringed by this repository, please contact drosupport@deakin.edu.au. Versions Version Filter Type Thu, 20 Aug 2015, 15:58:32 EST Fri, 21 Aug 2015, 05:17:39 EST Thu, 24 Sep 2015, 12:14:56 EST Thu, 24 Sep 2015, 13:59:18 EST Fri, 25 Sep 2015, 15:23:56 EST Sat, 26 Sep 2015, 14:04:12 EST Sat, 26 Sep 2015, 15:47:17 EST Wed, 30 Sep 2015, 12:20:12 EST Wed, 06 Dec 2017, 06:16:19 EST Fri, 07 Sep 2018, 17:37:27 EST Filtered Full Citation counts:   Cited 0 times in TR Web of Science Cited 0 times in Scopus Search Google Scholar Access Statistics: 399 Abstract Views, 359 File Downloads  -  Detailed Statistics Created: Thu, 20 Aug 2015, 15:58:32 EST