| 000 | 02272naa a2200277uu 4500 | ||
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| 001 | 6041714032521 | ||
| 003 | OSt | ||
| 005 | 20190211161037.0 | ||
| 008 | 060417s2006 xx ||||gr |0|| 0 eng d | ||
| 100 | 1 |
_aYU, Chwo-ming Joseph _924657 |
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| 245 | 1 | 0 |
_aPerceived quality, customer satisfaction, and customer loyalty : _bthe case of lexus in Taiwan |
| 260 |
_aUK : _bRoutledge, _cAugust 2005 |
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| 520 | 3 | _aThe purpose of this study is to examine overall customer satisfaction associated with Toyota's Lexus automobiles in Taiwan by applying Fornell et al.'s (1996) customer satisfaction index (CSI) model. By analysing a set of 320 Taiwanese Lexus owners of more than 7 months, the study uses the structural equation model with LISREL software to show that the perceived quality has a direct effect on overall customer satisfaction, and has an indirect effect on customer complaint-levels and customer loyalty. That is, customer expectations have a direct impact on customer perceived quality; therefore, such expectations have an indirect effect on overall levels of customer satisfaction. Not surprisingly, overall customer satisfaction negatively influences customer complaints and positively influences customer loyalty. Importantly, the study also finds that customer complaints do not have negative impact on customer loyalty. Additionally, the study demonstrates that the CSI model should be modified in the case of Lexus' Taiwanese customers: because the notion of perceived value is not present in the existing model, further exploration is required. Finally, the study finds that firms should do their utmost to improve perceived quality, as doing so seems to represent the most effective way of increasing levels of customer satisfaction. | |
| 650 | 4 |
_aQualidade Percebida _924658 |
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| 650 | 4 |
_aExpectativa do Cliente _924659 |
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| 650 | 4 |
_aSatisfação _912706 |
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| 650 | 4 |
_aReclamação do Cliente _924660 |
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| 650 | 4 |
_aLealdade do Cliente _924661 |
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| 700 | 1 |
_aWU, Lei-yu _924662 |
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| 700 | 1 |
_aCHIAO, Yu-ching _924663 |
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| 700 | 1 |
_aTAI, Hsing-shia _924664 |
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| 773 | 0 | 8 |
_tTotal Quality Management & Business Excellence _g16, 6, p. 707 - 719 _dUK : Routledge, August 2005 _xISSN 1478-3363 _w |
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_a20060417 _b1403^b _cNatália |
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_a20130910 _b1039^b _ckarina |
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_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c15610 _d15610 |
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| 041 | _aeng | ||