Evaluating Group Difference in Gender During the Formation of Relationship Quality and Loyalty in ISP Service

Evaluating Group Difference in Gender During the Formation of Relationship Quality and Loyalty in ISP Service

Chieh-Peng Ling (Vanung University, Taiwan) and Cherng G. Ding (National Chiao Tung University, Taiwan)
Copyright: © 2006 |Pages: 25
DOI: 10.4018/joeuc.2006040103
OnDemand PDF Download:
$37.50

Abstract

This study examines the moderating role of gender during the formation of relationship quality and loyalty in the context of IT service. In the proposed model, expertise, relational selling behavior, perceived network quality, and service recovery indirectly influence a customer’s loyalty through mediation of relationship quality. Gender moderates each model path. The moderating effects are examined simultaneously using data from customers of Taiwan’s leading Internet service provider. Test results indicate that the influences of perceived network quality on relationship quality and of relationship quality on loyalty are stronger for males than females, while relational selling behavior influences relationship quality more for females than for males. Furthermore, service recovery influences relationship quality for both the male and female groups, but its influence does not differ significantly between the two groups. Finally, expertise exerts an insignificant influence on relationship quality for both groups. Implications of the empirical findings also are discussed.

Complete Article List

Search this Journal:
Reset
Open Access Articles: Forthcoming
Volume 29: 4 Issues (2017): 1 Released, 3 Forthcoming
Volume 28: 4 Issues (2016)
Volume 27: 4 Issues (2015)
Volume 26: 4 Issues (2014)
Volume 25: 4 Issues (2013)
Volume 24: 4 Issues (2012)
Volume 23: 4 Issues (2011)
Volume 22: 4 Issues (2010)
Volume 21: 4 Issues (2009)
Volume 20: 4 Issues (2008)
Volume 19: 4 Issues (2007)
Volume 18: 4 Issues (2006)
Volume 17: 4 Issues (2005)
Volume 16: 4 Issues (2004)
Volume 15: 4 Issues (2003)
Volume 14: 4 Issues (2002)
Volume 13: 4 Issues (2001)
Volume 12: 4 Issues (2000)
Volume 11: 4 Issues (1999)
Volume 10: 4 Issues (1998)
Volume 9: 4 Issues (1997)
Volume 8: 4 Issues (1996)
Volume 7: 4 Issues (1995)
Volume 6: 4 Issues (1994)
Volume 5: 4 Issues (1993)
Volume 4: 4 Issues (1992)
Volume 3: 4 Issues (1991)
Volume 2: 4 Issues (1990)
Volume 1: 3 Issues (1989)
View Complete Journal Contents Listing