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The drivers and antecedents of satisfaction, trust, commitment, and loyalty among Chinese customers.

机译：中国客户满意，信任，承诺和忠诚的驱动力和前因。

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摘要

This dissertation explores the relationship between satisfaction, trust, commitment, and loyalty among Chinese customers. The selection of China as the location for this study is due to a number of factors. China's economic expansion and recent ascension to full membership within the World Trade Association (WTO) has generated "excitement, uncertainty, and fear" (Ghoshal, 2003). In the recent past trade with China has grown at on average of 15 percent a year and foreign direct investment (FDI) into the country has grown even faster (Ghoshal, 2003). This growth may result in an interesting paradox. If China maintains just two thirds of its current rate of growth, by the year 2010 it will simultaneously become the world's largest capitalist and Marxist-Leninist state (Boisot, 1996). Buckley (2002) challenges international business researchers to consider this future state of affairs and to increasingly focus on China as a site for research studies. Finally, the need to generate increased knowledge about the characteristics of China's 1.3 billion potential customers provides yet another reason for the country focus of this dissertation.; The objectives of this dissertation are: (1) to model the way Chinese consumers develop and maintain loyalty, (2) to develop the instruments needed to test hypotheses derived from the model, and (3) to test the hypotheses formulated and thereby identify the drivers of satisfaction, trust, commitment, and loyalty among Chinese customers. A cross-sectional survey method and combined emic-etic research approach are employed to detect and tap the dimensions of satisfaction, trust, commitment, and loyalty among Chinese customers. Survey measures are developed by following the procedures offered by Churchill (1979). Translations and back translation are conducted by following the approach discussed by Hui and Triandis (1985). Reliability and validity issues are discussed.; The results of factor analysis, regression analysis and structured equation modeling show that more than half of the hypotheses are supported. The core model is confirmed with satisfaction, commitment, and trust as independent variables and loyalty as dependent variable. Both the hypothesized and modified models are tested with structural equation modeling. In addition, the interaction effect model shows that some of the Chinese factors add explanation power to the core model.
机译：本文探讨了中国客户满意度，信任度，承诺度和忠诚度之间的关系。选择中国作为研究地点的原因很多。中国的经济扩张和最近提升为世界贸易协会（WTO）的正式成员资格已经产生了“兴奋，不确定和恐惧”（Ghoshal，2003年）。在最近的过去，与中国的贸易平均每年以15％的速度增长，进入中国的外国直接投资（FDI）增长甚至更快（Ghoshal，2003）。这种增长可能导致一个有趣的悖论。如果中国仅维持目前增长率的三分之二，那么到2010年，中国将同时成为世界上最大的资本主义和马克思列宁主义国家（Boisot，1996）。 Buckley（2002）向国际商业研究人员提出挑战，要求他们考虑这种未来的状况，并越来越关注中国作为研究场所。最后，需要增加对中国13亿潜在客户的特征的了解，这也是本文关注国家的另一个原因。本文的目标是：（1）对中国消费者发展和保持忠诚度的方式进行建模；（2）开发测试从该模型得出的假设所需的工具；（3）测试公式化的假设，从而确定中国客户满意，信任，承诺和忠诚的驱动力。采用横断面调查方法和组合的研究方法来检测并挖掘中国客户满意度，信任度，承诺度和忠诚度的维度。遵循丘吉尔（1979）提供的程序制定调查措施。翻译和回译是按照Hui和Triandis（1985）讨论的方法进行的。讨论了可靠性和有效性问题。因子分析，回归分析和结构方程建模的结果表明，超过一半的假设得到了支持。以满意，承诺和信任为自变量，以忠诚度为因变量来确认核心模型。假设模型和修正模型都通过结构方程模型进行了测试。此外，相互作用效应模型表明，一些中国因素为核心模型增加了解释力。

著录项

  • 作者

    Chu, Yun.;

  • 作者单位

    The University of Texas - Pan American.;

  • 授予单位 The University of Texas - Pan American.;
  • 学科 Business Administration Marketing.; Anthropology Cultural.
  • 学位 Ph.D.
  • 年度 2003
  • 页码 149 p.
  • 总页数 149
  • 原文格式 PDF
  • 正文语种 eng
  • 中图分类 贸易经济;人类学;
  • 关键词

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