结构方程建模
口头传述的
服务(商务)
自助服务
心理学
消极情绪
营销
考试(生物学)
业务
社会心理学
积极关系
广告
数学
统计
古生物学
生物
标识
DOI:10.1080/15332969.2023.2209767
摘要
The purpose of this study is to examine the influence of positive and negative emotions on behavioral intentions as a consequence of self-service technology evaluation by customers. A cross-sectional survey research design was adopted to collect data from 414 customers of retail banks in an emerging market. Structural equation modeling procedure was performed to test the hypothesized relationships. The findings show that positive evaluation of self-service technology leads to positive emotions and consequently influence affective commitment, cross-buying, and positive word-of-mouth; negative evaluation of self-service technology leads to negative emotions and consequently influence patronage reduction, negative word-of-mouth, and third party complaining.
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