Moving forward in service research: a conceptual and empirical contribution

White, C 2008, Moving forward in service research: a conceptual and empirical contribution, Doctor of Philosophy (PhD), Economics, Finance and Marketing, RMIT University.


Document type: Thesis
Collection: Theses

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Title Moving forward in service research: a conceptual and empirical contribution
Author(s) White, C
Year 2008
Abstract The broad aim of this research program was to advance theoretical and practical knowledge of service quality, customer satisfaction and loyalty intentions. This was achieved by refining existing models or concepts, testing relationships between constructs that have not previously been examined, or applying constructs that have been well understood in a specific academic domain, in a service industry context.

The current research program began in 2003 with the first published output appearing in 2004. The program was completed in 2007. It consists of nine peer reviewed publications that have been classified into three distinct phases. In many respects it was an evolutionary process, in that earlier findings identified the questions for proceeding research, and while service quality, customer satisfaction and customer loyalty intentions were of primary concern, other constructs were also examined. These were cultural values, work values, consumption emotions, mood and destination image.

The unit of analysis in all of the articles was individuals, as opposed to organisations, and as such, the theories and concepts that were examined and tested throughout the research program have their origins in psychology. As a consequence, the research findings have implications not only for the tourism industry, but any service that involves an interaction between people.
Degree Doctor of Philosophy (PhD)
Institution RMIT University
School, Department or Centre Economics, Finance and Marketing
Keyword(s) Service quality
Customer satisfaction
Behavioural intentions
Service industry
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Created: Mon, 24 Jan 2011, 15:44:33 EST
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