臺灣博碩士論文加值系統

　　電信服務企業需要透過提高服務創新和關注顧客滿意度來保持顧客忠誠度。因為不同的國家有不同的文化，所以本研究將文化差異作為調節因素。本研究旨在探討服務創新對印尼及臺灣兩國之顧客滿意度對顧客忠誠度之影響; 探討文化差異對服務創新和顧客滿意度的調節作用; 以及文化差異對顧客滿意度和顧客忠誠度的調節作用。
　　透過線上問卷從印尼和臺灣的受訪者收集資料,收集期間為兩個月。研究分析方法包括:信度分析、效度檢驗、探索性因素分析、相關分析和迴歸分析。研究結果為:假說1和假說2在印尼和台灣都是成立的;假說3在印尼和台灣均沒有成立;
　　假說4在印尼有成立，但在臺灣沒有。其研究含義為服務創新、顧客滿意和顧客忠誠均會相互影響。但如果這些關係加上文化差異的調節作用，在印尼和臺灣是沒有顯著的效果。但有一個有趣的研究發現為:在印尼，文化差異將正向調節顧客滿意度和顧客忠誠度之間的關係。

　　Telecommunication service firms need to keep their customer loyalty by improve service innovation and care about customer satisfaction. Because in differerent country has cultural differences, so this study will use cultural differences as the moderator. The purpose of research creates an evaluation for services innovation has positive impact to customer satisfaction and customer satisfaction has positive impact to customer loyalty. The research objective examines which dimensions influence service innovation, influence customer satisfaction and influence customer loyalty moderated by cultural differences. The research objective examines the moderating effect of cultural differences on service innovation, customer satisfaction and customer loyalty.
　　Data collected through online questionnaire about Telecomunication service firms using two months of Indonesian and Taiwanesse respondents. The method of analyzed by reliability, validity test, exploratory factor analysis, correlation analysis and regression analysis. The results are hypothesis 1 and 2 is established. Hypothesis 3 is not established and hypothesis 4 is established in Indonesia but not in Taiwan. The meaning are service innovation, customer satisfaction and customer loyalty give impact each other. If the relation added the moderation with cultural differences, the result is not give any impact for this research in Indonesia and Taiwan. But there is an interesting findings relation of cultural differences between customer satisfaction and customer loyalty in Indonesia.

摘要　i
ABSTRACT　ii
Table of Contents　iii
LIST OF TABLES　vi
LIST OF FIGURES　ix

CHAPTER 1 : INTRODUCTION　1
　1.1　Research Background and Motivation　1
　1.2　Research Objective　2
　1.3　Research Procedure　4
CHAPTER 2 : LITERATURE REVIEW　5
　2.1　Service Innovation　5
　　2.1.1　Defenition of Service Innovation　5
　　2.1.2　Constructs of Service Innovation　8
　　2.1.3　Measurement of Service Innovation　11
　2.2　Customer Satisfaction　12
　　2.2.1　Defenition of Customer Satisfaction　12
　　2.2.2　Construct of Customer Satisfaction　14
　　2.2.3　Measurement of Customer Satisfaction　15
　2.3　Customer Loyalty　17
　　2.3.1　Defenition of Customer Loyalty　17
　　2.3.2　Construct of Customer Loyalty　19
　　2.3.3　Measurements of Customer Loyalty　21
　2.4　Cultural Differences　22
　　2.4.1　Defenition of Cultural Differences　22
　　2.4.2　Construct of Cultural Differences　23
　2.5　Indonesian Telecommunication Firms　25
　　2.5.1　Indosat　27
　　2.5.2　Telkomsel　28
　　2.5.3　XL Axiata　28
　　2.5.4　Hutchison (Three)　30
　　2.5.5　Smartfren Telecom　31
　　2.5.6　Chunghwa Telecom (CHT)　32
　　2.5.7　Far EasTone Telecommunications Group　33
　　2.5.8　Taiwan Mobile　33
　　2.5.9　Asia Pasific Telecom　34
　　2.5.10　Taiwan Star Telecom　35
CHAPTER 3 : RESEARCH METHODOLOGY　36
　3.1　Research Framework　36
　3.2　Research Hyphotheses and Development　37
　3.3　The Operating Defenition and Measurement of Variables　44
　3.4　Research Sample and Questionaire Design　49
　3.5　Data Analysis　50
　　3.5.1　Descriptive Statistic　50
　　3.5.2　Factor Analysis　51
　　3.5.3　Realibility And Validity Analysis　51
　　3.5.4　Regression Analysis　52
CHAPTER 4 : RESEARCH RESULTS　54
　4.1　Descriptive Analysis　54
　4.3　Measurement Validity and Realibility　64
　4.4　Measurement Regression Analysis　66
CHAPTER 5 : DISCUSSION AND CONCLUSION　76
　5.1　Discussion　76
　5.2　Research Contributions　77
　5.3　Conclusion　79
REFERENCE　83
APPENDIX QUESTIONNAIRE　96

Abu-Ras, W., Gheith, A., & Cournos, F. (2008). The imam's role in mental health promotion: A study at 22 mosques in New York City's Muslim community. Journal of Muslim Mental Health, 3(2), 155-176.
Aisyah, M. (2016). THE INFLUENCE OF RELIGIOUS BEHAVIOR ON CONSUMERS’INTENTION TO PURCHASE HALAL-LABELED PRODUCTS. Business and Entrepreneurial Review (BER), 14(1), 15-32.
Akilimalissiga, S., Sukdeo, N., & Vermeulen, A. (2017, December). The delivery of service quality to increase customer repurchase behaviour and customer satisfaction at fast food outlets in central johannesburg, South Africa. In 2017 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM) (pp. 1822-1827). IEEE.
Allport, G. W., & Ross, J. M. (1967). Personal religious orientation and prejudice. Journal of personality and social psychology, 5(4), 432.
Anderson, J. C., & Narus, J. A. (1990). A model of distributor firm and manufacturer firm working partnerships. Journal of marketing, 54(1), 42-58.
Anderson, E. W., & Sullivan, M. W. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing science, 12(2), 125-143.
Ayuni, R. F., Hussein, A. S., & Handrito, R. (2016). Role of Religion Motives and Brand Image Towards Consumer Satisfaction and Consumer Loyalty of Islamic Banking. The International Journal of Accounting and Business Society, 23(2), 47-58.
Bodet, G. (2008). Customer satisfaction and loyalty in service: Two concepts, four constructs, several relationships. Journal of retailing and consumer services, 15(3), 156-162.
Beerli, A., Martin, J. D., & Quintana, A. (2004). A model of customer loyalty in the retail banking market. European journal of marketing, 38(1/2), 253-275.
Berry, L. L., Zeithaml, V. A., & Parasuraman, A. N. A. N. T. H. A. N. A. R. A. Y. A. N. A. N. (1985). Quality counts in services, too. Business horizons, 28(3), 44-52.
Bitner, M. J., Ostrom, A. L., & Morgan, F. N. (2008). Service blueprinting: a practical technique for service innovation. California management review, 50(3), 66-94.
Bolton, R. N., & Drew, J. H. (1991). A multistage model of customers' assessments of service quality and value. Journal of consumer research, 17(4), 375-384.
Brady, M. K., & Robertson, C. J. (2001). Searching for a consensus on the antecedent role of service quality and satisfaction: an exploratory cross-national study. Journal of Business research, 51(1), 53-60.
Caruana, A., & Fenech, N. (2005). The effect of perceived value and overall satisfaction on loyalty: A study among dental patients. Journal of Medical Marketing, 5(3), 245-255.
Chen, H. M., & Chang, W. Y. (2010). The essence of the competence concept: Adopting an organization's sustained competitive advantage viewpoint. Journal of Management & Organization, 16(5), 677-699.
Clemes, M. D., Gan, C., & Zhang, D. (2010). Customer switching behaviour in the Chinese retail banking industry. International Journal of Bank Marketing, 28(7), 519-546.
Colbran, N. (2010). Realities and challenges in realising freedom of religion or belief in Indonesia. The International Journal of Human Rights, 14(5), 678-704.
Coombs, R., & Miles, I. (2000). Innovation, measurement and services: the new problematique. In Innovation systems in the service economy (pp. 85-103). Springer, Boston, MA.
Cornwell, B., Chi Cui, C., Mitchell, V., Schlegelmilch, B., Dzulkiflee, A., & Chan, J. (2005). A cross-cultural study of the role of religion in consumers' ethical positions. International Marketing Review, 22(5), 531-546.
Dao, T. T., & Yang, C. H. (2014, July). The effects of service innovation on customer retention: An integration of customer satisfaction. In Proceedings of PICMET'14 Conference: Portland International Center for Management of Engineering and Technology; Infrastructure and Service Integration (pp. 1958-1965). IEEE.
Delener, N. (1990). The effects of religious factors on perceived risk in durable goods purchase decisions. Journal of Consumer Marketing, 7(3), 27-38.
Delener, N. (1994). Religious contrasts in consumer decision behaviour patterns: their dimensions and marketing implications. European Journal of Marketing, 28(5), 36-53.
Dick, A. S., & Basu, K. (1994). Customer loyalty: toward an integrated conceptual framework. Journal of the academy of marketing science, 22(2), 99-113.
Dwija, I. G. A. M. A., Ulupui, I. G. K. A., & Wirawati, N. G. P. (2017). Pengaruh Good Corporate Governance dan Budaya Tri Hita Karana Pada Kinerja Bank Perkreditan Rakyat. Jurnal Ilmiah Akuntansi dan Bisnis, 17-24.
Eastmo, D. K. (2008). Parent perceptions of educational services provided by the Rapid City Catholic School System. University of South Dakota.
Edvardsson, B., Johnson, M. D., Gustafsson, A., & Strandvik, T. (2000). The effects of satisfaction and loyalty on profits and growth: products versus services. Total quality management, 11(7), 917-927.
Eggert, A., & Ulaga, W. (2002). Customer perceived value: a substitute for satisfaction in business markets?. Journal of Business & industrial marketing, 17(2/3), 107-118.
Eko Bambang Prayetno, N. (2018). PENGARUH PERILAKU RELIGIUS TERHADAP NIAT PEMBELIAN (BUYING INTENTION) PRODUK KOSMETIK BERLABEL HALAL DI KOTA BANDA ACEH (STUDI PADA MAHASISWA/I PEMAKAI KOSMETIK MERK WARDAH DI KOTA BANDA ACEH). Jurnal Ilmiah Mahasiswa Ekonomi Manajemen, 3(3), 102-112.
Evangelista, R. (2006). Innovation in the European service industries. Science and Public Policy, 33(9), 653-668.
Evanschitzky, H., Ramaseshan, B., Woisetschläger, D. M., Richelsen, V., Blut, M., & Backhaus, C. (2012). Consequences of customer loyalty to the loyalty program and to the company. Journal of the Academy of Marketing Science, 40(5), 625-638.
Fattah, N. (2000). Ekonomi & Pembiayaan Pendidikan. Bandung: PT Remaja Rosdakarya.
Flint, D. J., Larsson, E., Gammelgaard, B., & Mentzer, J. T. (2005). Logistics innovation: a customer value‐oriented social process. Journal of business logistics, 26(1), 113-147.
Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of marketing, 56(1), 6-21.
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American customer satisfaction index: nature, purpose, and findings. Journal of marketing, 60(4), 7-18
Fratu, D. (2011). Factors of influence and changes in the tourism consumer behaviour. Bulletin of the Transilvania University of Brasov. Economic Sciences. Series V, 4(1), 119.
Gaggloli, A. (2015). How the Sharing Economy Influences Hospitality. Cloudbeds.[Online][Accessed on 12th October 2016] https://www. cloudbeds. com/articles/how-the-sharing-economy-influences-hospitality.
Gupta, P., Yadav, M. S., & Varadarajan, R. (2009). How task-facilitative interactive tools foster buyers’ trust in online retailers: a process view of trust development in the electronic marketplace. Journal of Retailing, 85(2), 159-176.
Grant, R. M. (1991). The resource-based theory of competitive advantage: implications for strategy formulation. California management review, 33(3), 114-135.
Gregory, S. (1982). Culture's consequences: international differences in work-related values: G. Hofstede Sage Publications, Beverly Hills, CA, USA (1980) 475 pp,£ 18.75.
Gremler, D. D. (1996). The effect of satisfaction, switching costs, and interpersonal bonds on service loyalty.
Gustafsson, A., Johnson, M. D., & Roos, I. (2005). The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retention. Journal of marketing, 69(4), 210-218.
Haber, D., & Mandelbaum, J. (1999). La revanche du monde chinois?. FeniXX.
Hairs, J. F., Anderson, R. E., Tatham, R. L., & Black, W. C. (1998). Multivariate data analysis. Englewood Cliffs, NJ: Printice Hall.
Hertog, P. D. (2000). Knowledge-intensive business services as co-producers of innovation. International journal of innovation management, 4(04), 491-528.
Hofstede, G. (2010). Gert Jan Hofstede, Michael Minkov. Cultures and Organizations: Software of the Mind.
Hofstede, G. (1984). Culture's consequences: International differences in work-related values (Vol. 5). sage.
Hofstede, G. (2001). Culture's consequences: Comparing values, behaviors, institutions and organizations across nations. Sage publications.
Hofstede, G., & McCrae, R. R. (2004). Personality and culture revisited: Linking traits and dimensions of culture. Cross-cultural research, 38(1), 52-88.
Holbrook, M. B. (1994). The nature of customer value: an axiology of services in the consumption experience. Service quality: New directions in theory and practice, 21(1), 21-71.
Hongqi, Z., & Ruoyu, L. (2012). Empirical research of the relationship between customer participation, customer satisfaction and service innovation performance in China. African Journal of Business Management, 6(4), 1449-1454.
Howells, J. (2010). Services and innovation and service innovation: new theoretical directions. Handbook of innovation and services: A multi-disciplinary perspective, 68-83.
Huda, N., Hulmansyah, H., & Rini, N. (2018). FAKTOR YANG MEMPENGARUHI PERILAKU KONSUMSI PRODUK HALAL PADA KALANGAN MAHASISWA MUSLIM. EKUITAS (Jurnal Ekonomi dan Keuangan), 2(2), 247-270.
Huda, N. (2016). ANALISIS FAKTOR SOSIAL BUDAYA DAN PSIKOLOGIS YANG MEMPENGARUHI KEPUTUSAN NASABAH MEMILIH PEMBIAYAAN PADA WARUNG MIKRO (Studi pada PT Bank Syariah Mandiri Cabang Banjarmasin). Jurnal Wawasan Manajemen, 3(3), 257-268.
Hue, V. T. (2015). The Study of Service Quality on Customer Loyalty by an Example of Chien-Yen Hot Pot Restaurant. 樹德科技大學經營管理研究所學位論文, 1-60.
Huy Tuu, H., & Ottar Olsen, S. (2013). Consideration set size, variety seeking and the satisfaction-repurchase loyalty relationship at a product category level. Asia Pacific Journal of Marketing and Logistics, 25(4), 590-613.
Islam, P. (2004). Yogyakarta. Pustaka Widyatama.
Jin Hoare, R., & Butcher, K. (2008). Do Chinese cultural values affect customer satisfaction/loyalty?. International Journal of Contemporary Hospitality Management, 20(2), 156-171.
Johne, A., & Storey, C. (1998). New service development: a review of the literature and annotated bibliography. European journal of Marketing, 32(3/4), 184-251.
Jones, T. O., & Sasser, W. E. (1995). Why satisfied customers defect. Harvard business review, 73(6), 88.
Khatibi, A. A., Ismail, H., & Thyagarajan, V. (2002). What drives customer loyalty: An analysis from the telecommunications industry. Journal of Targeting, Measurement and Analysis for Marketing, 11(1), 34-44.
Kluckhohn, F. R., & Strodtbeck, F. L. (1961). Variations in value orientations.
Kotler, P., Bowen, J. T., Makens, J., & Baloglu, S. (2017). Marketing for hospitality and tourism.
Kotler, P., & Armstrong, G. (2010). Principles of marketing. Pearson education.
Lee, M., & Cunningham, L. F. (2001). A cost/benefit approach to understanding service loyalty. Journal of services Marketing, 15(2), 113-130.
Li, C. C., Chang, T. C., & Chuang, S. H. (2016, June). Customer satisfaction and customer loyalty towards the Green Hotel: Based on cases studied in Ken-ding area in Taiwan. In 2016 13th International Conference on Service Systems and Service Management (ICSSSM) (pp. 1-6). IEEE.
Long, M. M., & Schiffman, L. G. (2000). Consumption values and relationships: segmenting the market for frequency programs. Journal of consumer marketing, 17(3), 214-232.
Magill, F. N., & Rodriquez, J. (1993). Survey of social science: Psychology series (Vol. 2). Salem Pr Inc.
Malasi, J. M. (2012). Influence of Product Attributes on Mobile Phone preference among university students: A Case of Undergraduate students. International Journal of Academic Research in Economics and Management Sciences, 1(6), 10.
Mansoer, M. (2008). Perilaku Keberagamaan Remaja Kasus Pada Siswa SLTA Di Kota Jakarta Selatan, Kabupaten Sukabumi dan Kabupaten Lebak. Disertasi Pasca sarjana.
Matzler, K., & Sauerwein, E. (2002). The factor structure of customer satisfaction: An empirical test of the importance grid and the penalty-reward-contrast analysis. International journal of service industry management, 13(4), 314-332.
Michel, S., Brown, S. W., & Gallan, A. S. (2008). Service-logic innovations: how to innovate customers, not products. California management review, 50(3), 49-65.
Miles, I. (1994). Sectoral and Industrial Studies of Innovation: Innovation in Services; pàgs. 243-256 en Dogson, M.; Rothwell, R. The Handbook of Industrial Innovation..
Miles, I. (2000). Services innovation: coming of age in the knowledge-based economy. International Journal of Innovation Management, 4(04), 371-389.
Minkov, M., & Hofstede, G. (2011). The evolution of Hofstede's doctrine. Cross cultural management: An international journal, 18(1), 10-20.
Mittal, V., & Kamakura, W. A. (2001). Satisfaction, repurchase intent, and repurchase behavior: Investigating the moderating effect of customer characteristics. Journal of marketing research, 38(1), 131-142.
Mokhlis, S. (2009). Relevancy and measurement of religiosity in consumer behavior research. International Business Research, 2(3), 75-84.
Newman, J. W., & Werbel, R. A. (1973). Multivariate analysis of brand loyalty for major household appliances. Journal of marketing research, 10(4), 404-409.
O’Cass, A., & Carlson, J. (2012). An e-retailing assessment of perceived website-service innovativeness: Implications for website quality evaluations, trust, loyalty and word of mouth. Australasian Marketing Journal (AMJ), 20(1), 28-36.
O'Malley, L., & Prothero, A. (2004). Beyond the frills of relationship marketing. Journal of Business Research, 57(11), 1286-1294.
Oliver, R. L. (1977). Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. Journal of applied psychology, 62(4), 480.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of marketing research, 17(4), 460-469.
Oliver, R. L. (1999). Whence consumer loyalty?. Journal of marketing, 63(4_suppl1), 33-44.
Patwardhan, M., Flora, P., & Gupta, A. (2010). Identification of secondary factors that influence consumer's buying behavior for soaps and chocolates. IUP journal of marketing management, 9(1/2), 55.
Reichheld, F., & Detrick, C. (2003). Loyalty: A prescription for cutting costs. Marketing Management, 12(5), 24-24.
Ricky, G. W., & Ronald, E. J. (1999). Business, edisi-5.
Rubalcaba, L., Gago, D., & Gallego, J. (2010). On the differences between goods and services innovation. Journal of Innovation Economics Management, (1), 17-40.
Rubalcaba, L., Michel, S., Sundbo, J., Brown, S. W., & Reynoso, J. (2012). Shaping, organizing, and rethinking service innovation: a multidimensional framework. Journal of Service Management, 23(5), 696-715.
Rundle-Thiele, S. (2005). Elaborating customer loyalty: exploring loyalty to wine retailers. Journal of Retailing and Consumer Services, 12(5), 333-344.
Rust, R. T., Lemon, K. N., & Zeithaml, V. A. (2004). Return on marketing: Using customer equity to focus marketing strategy. Journal of marketing, 68(1), 109-127.
Saeed, A. (1999). Towards religious tolerance through reform in Islamic education: The case of the state institute of Islamic studies of Indonesia. Indonesia and the Malay World, 27(79), 177-191.
Sánchez-Fernández, R., & Iniesta-Bonillo, M. Á. (2007). The concept of perceived value: a systematic review of the research. Marketing theory, 7(4), 427-451.
Schiffman, L. G., & Kanuk, L. L. (2000). Consumer behavior, 7th. NY: Prentice Hall, 15-36.
Selnes, F. (1993). An examination of the effect of product performance on brand reputation, satisfaction and loyalty. European Journal of marketing, 27(9), 19-35.
Singh, J. (1991). Understanding the structure of consumers’ satisfaction evaluations of service delivery. Journal of the academy of marketing science, 19(3), 223-244.
Simon, A., & Honore Petnji Yaya, L. (2012). Improving innovation and customer satisfaction through systems integration. Industrial Management & Data Systems, 112(7), 1026-1043.
Sivadas, E., & Baker-Prewitt, J. L. (2000). An examination of the relationship between service quality, customer satisfaction, and store loyalty. International Journal of Retail & Distribution Management, 28(2), 73-82.
Solomon, M., Bamossy, G., & Askegaard, S. ve Hogg, MK (2006). Consumer Behaviour-A European Perspective.
Suwarni, S. (2011). Promotion, Behavior, and Consumption: A Correlation Study between Promotion and Consumer’s Behavior in Indonesian Higher Education. SOSIOHUMANIKA, 4(1).
Tsai, M. T., Tsai, C. L., & Chang, H. C. (2010). The effect of customer value, customer satisfaction, and switching costs on customer loyalty: An empirical study of hypermarkets in Taiwan. Social Behavior and Personality: an international journal, 38(6), 729-740.
Tether, B. S. (2005). Do services innovate (differently)? Insights from the European innobarometer survey. Industry & Innovation, 12(2), 153-184.
Van Ark, B., Broersma, L., & den Hertog, P. (2003). Services innovation, performance and policy: A review. Research series, 6, 1-63.
van Birgelen, M., Ghijsen, P., & Semeijn, J. (2005). The added value of web innovation for customer satisfaction: Experiences with a barbeque catering service. Managing Service Quality: An International Journal, 15(6), 539-554.
Van Riel, A. C., Lemmink, J., & Ouwersloot, H. (2004). High‐technology service innovation success: a decision‐making perspective. Journal of Product Innovation Management, 21(5), 348-359..
Victorino, L., Verma, R., Plaschka, G., & Dev, C. (2005). Service innovation and customer choices in the hospitality industry. Managing Service Quality: An International Journal, 15(6), 555-576.
Voss, C. A. (1992). Measurement of INNOVATION and DesignPerformance IN SERVICES. Design Management Journal (Former Series), 3(1), 40-46.
Wahono, F. A., & Kartika, E. W. (2017). Consumer Behavior Study On The Acceptance of Airbnb from Consumer in Surabaya, Indonesia. Jurnal Hospitality dan Manajemen Jasa, 5(2).
Walter, A., Müller, T. A., Helfert, G., & Ritter, T. (2003). Functions of industrial supplier relationships and their impact on relationship quality. Industrial marketing management, 32(2), 159-169.
Wang, Q., Voss, C., Zhao, X., & Wang, Z. (2015). Modes of service innovation: a typology. Industrial Management & Data Systems, 115(7), 1358-1382.
Westbrook, R. A. (1980). A rating scale for measuring product/service satisfaction. Journal of marketing, 44(4), 68-72.
Woodruff, R. B. (1997). Customer value: the next source for competitive advantage. Journal of the academy of marketing science, 25(2), 139.
Yamada, K., & Sato, M. (2016). Another avenue for anatomy of income comparisons: Evidence from hypothetical choice experiments. In Behavioral Economics of Preferences, Choices, and Happiness (pp. 341-384). Springer, Tokyo.
"Effects of service innovation on customer satisfaction in recreation industry." source: International Journal of Applied Mathematics and Statistics 38, no. 8 (2013): 107-116.
YuSheng, K., & Ibrahim, M. (2019). Service innovation, service delivery and customer satisfaction and loyalty in the banking sector of Ghana. International Journal of Bank Marketing.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of marketing, 60(2), 31-46.