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Corporate image as a mediator between service quality and customer satisfaction: difference across categorized exhibitors

机译：作为服务质量与客户满意度之间的中介者的企业形象：分类参展商之间的差异

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摘要

Impact of service quality and corporate image on satisfaction and loyalty behavioral intention are explored by using the PLS-SEM (Partial Least Squares Structural Equation Modeling) analysis for the exhibition industry. Service quality has a significant enhancing effect on the corporate image of the trade exhibitions, and both have significant positive effects on exhibitor satisfaction. Also, the role of the image as a partial mediating variable between service quality and satisfaction is emphasized. Additionally, the results obtained from multi-group analysis also supported the hypothesis that corporate image and service quality bring different satisfaction responses in exhibitors of the different industry with 4 business sizes in the capital. In light of scale and types of the enterprises for trade shows market, price segmentation strategies should be offered to maintain satisfaction and loyalty from the SMEs. Service quality and image of the service-offering company are more emphasized by big enterprises in choosing the trade organizer. Multiple group analysis also considered categorizing the specific industrial enterprises. The organizer can apply the result to explore workable market strategies to meet the needs of business partners with different capital size. This research not only has avail for trade exhibition organizers but provides necessary theory-based research in the trade exhibition territory.
机译：通过使用展览行业的PLS-SEM（偏最小二乘结构方程模型）分析，探索了服务质量和企业形象对满意度和忠诚行为意图的影响。服务质量对贸易展览会的企业形象有显着的提升作用，对参展商的满意度也有显着的正面影响。此外，强调了图像作为服务质量和满意度之间的部分中介变量的作用。此外，从多组分析中获得的结果也支持以下假设：企业形象和服务质量在首都的4种业务规模的不同行业的参展商中带来了不同的满意度响应。根据贸易展览会市场的企业规模和类型，应提供价格细分策略，以保持中小企业的满意度和忠诚度。大企业在选择交易组织者时更加强调提供服务公司的服务质量和形象。多组分析还考虑了对特定工业企业的分类。组织者可以将结果应用到可行的市场策略中，以满足不同资本规模的业务合作伙伴的需求。该研究不仅对贸易展览组织者有用，而且在贸易展览领域提供了必要的基于理论的研究。

著录项

  • 期刊名称 Heliyon
  • 作者

    LiHsien Chien; ShuYi Chi;

  • 作者单位
  • 年(卷),期 2019(5),3
  • 年度 2019
  • 页码 e01307
  • 总页数 24
  • 原文格式 PDF
  • 正文语种
  • 中图分类
  • 关键词

    Business Economics;

    机译：商业;经济学;

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