The following information was submitted:
Transactions: WSEAS TRANSACTIONS ON COMMUNICATIONS
Transactions ID Number: 88-427
Full Name: Huang fen fen
Position: Assistant Professor
Age: ON
Sex: Female
Address: 58, Sec. 2, Szechwan Rd., Banciao City
Country: TAIWAN
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E-mail address: FL005@mail.oit.edu.tw
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Title of the Paper: The Service Stress Influences Customer Purchase Intention, Expectations and Post Purchased
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Number of paper pages: 21
Abstract: This study examines how banking specialist preceived stress influences customers in mental aspects in Taiwan. The purpose of this study is to examine which variables affect the customer’s mental aspects due to banking specialist perceived stress and other factors, and discuss stress influence on customer purchase intention, expectations and post purchased. The structure equation model (SEM) was used for the analysis of the data. The result shows that banking specialist overinvolvement are preponderant influences on customer perceived stress and customer depression. The finding of this study is that customer perceived stress is mediated by the banking specialist overinvolvement, which influences the customer purchase intention and post purchase. Customer expectation is mediated by the customer depression, which influences the customer purchase intention and post purchase. We recommend that banking specialist service overinvolvement is even a positive influence on !
customer purchase intention, but in this way, also influences the customer depressive mood and is no help on the customer’s post purchase and the enterprise’s reputation.
Keywords: Perceived stress, Post purchased, Expectations, Purchase Intention, Structural equation model
EXTENSION of the file: .doc
Special (Invited) Session: Service Overinvolvement Influences Customers in Mental Aspects: An Empirical Study in Taiwan
Organizer of the Session: 647153
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