Measuring the Relative Importance of Service Encounter Dimensions and Price Perception to Customer Repurchase Intention for Container Shipping Companies-GCE Approach

Jaw-Shen Wang ； Kee-Kuo Chen ； Ching-Wu Chu

《航運季刊》 19卷4期 (2010/12) Pp. 45-75

https://doi.org/10.7092/MQ.201012.0045

並列摘要

This paper examines the relative importance of service encounter dimensions and price perception to the customer repurchases intention for the container shipping industry. For avoiding measurement problems, generalized cross entropy (GCE) principle is employed. The findings of this paper are 1) four service encounter: sales representatives, employee service, container operations and booking service have positive impacts on the customer repurchase intention while the impact of perceived price is negative; and 2) these relationships are strongly moderated by the customers' business type. The advantages of GCE are also illustrated in the paper.

並列關鍵字

Customer repurchases intention ； Price perception ； Generalized cross entropy, Service encounter ； Ordered multinomial response data ； prior information ； non-sample information