The Study of Antecedents and Consequences of Perceived Service Value Model

• Main Authors: Mei-Jue Lin, 林美珠
• Other Authors: none
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/64544937876116568685

博士 === 國立中正大學 === 企業管理所 === 95 === While community residents strive for higher living quality and creating good living environments, it is a trend to commission the property management service firms managing and maintaining the buildings. Through making a comprehensive survey about the studies of real estate management and maintainment, it is found that most of them focus on the supply perspective of management services. They seldom face customers’ real needs and discuss the contents and influence factors of cutomers’ service experiences and perceived service values. Therefore, the aims of this study are (1) to clarify the contents of perceived service quality, perceived service costs, customer partiticipation and perceived service values in communities. (2) to discuss the relationships on all antecendents and consequences of perceived service values. (3) to confirm the role of mediator of perceived service values and customer satisfactions. (4) to construct the model of perceived service values. Firstly, this study reviews literatures to construct a conceptual framework. In this model, perceived service values are the main shafts. Perceived service qualities , perceveid service costs , and customer participation are the antecedents. And, loyalty intentions are the consequences. Both qualitative and quantitative research methods were used in this study. Firstly An investigation of peoperty management services in-depth interviewing fourteen experts was taken to clarify the importances of the variables of the study. The results of within-case analysis were used as a base for cross-case analysis in order to identify the theoretical similarities among different cases. A generation model based on community residents’ perceived service values was generated from the above research framework. Also, some hypotheses in this study were modified. The second phase of this study was to conduct a survey of 362 samples ,commissioning the property management services, to test the hypotheses. The results of this study revealed that perceived service qualities, switching costs and customer participation were positively related to perceived service values. Perceived service values were positively related to customrer satisfaction, intentions of recommission and words of mouth. Perceived risks was also negatively related to perceived service values. But perceived monetary costs were less related to. In addition, perceived service values and customer satisfaction have been found to play the role of mediator on the impacts of perceived service qualities and perceived service cost on the intentions of recommissioning and words of mouth. This shows that perceived service values and customer satisfaction are important in the developing stage on model of perceived service value. Then, by combining qualitative and quantitative research results, the theory and actual practice were submitted in this study. A modified model of community residents’ development of perceived service values was proposed wherein the mediating role of perceived service values and customer satisfaction have been taken into consideration in addition to the contents and measures of perceived service values, service qualities, service costs and customer participation. Five major contributions were presented based on the modified model. Moreover, the results of case studies have led to further understanding of variables applied in practice wherein the application of the enhancing of service qualities（eg strengthening corporate specialization image, enhancing service performances, intensifying the relationships between service businessmen and customers, creating add values）, reducing perceived service costs（eg. reducing perceieved risks, raising switching costs）and promoting residents participation. Four marketing empirical practices were presented. Four limitations of this study and three recommendations for future studies were presented in this study.