Consumer behaviour in China: customer satisfaction and cultural values
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
London u.a.
Routledge
1994
|
| Ausgabe: | 1. publ. |
| Schriftenreihe: | Consumer research and policy series
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XIV, 285 S. graph. Darst. |
| ISBN: | 0415004365 |
Internformat
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Datensatz im Suchindex
| _version_ | 1804123901226123264 |
|---|---|
| adam_text | Contents
List of figures vii
List of tables ix
Preface xii
1 Introduction 1
The significance of consumer satisfaction and
dissatisfaction 1
Importance of conducting a study in a specific selitty 5
Objectives of the study 6
Limitations of the study 7
Structure of the book 8
2 Consumer satisfaction and dissatisfaction 10
What is consumer satisfaction? 10
Discussion of related research 34
How can previous research be built on? 57
Conclusion 60
3 A structural model of Chinese cultural values and
consumer satisfaction/dissatisfaction 61
Chinese cultural values 63
Consumption experiences 82
Affective experiences 84
Consumption or use situations 84
Product expectations 86
Perceived performance 89
Disconfirmation 90
Consumer satisfaction/ dissatisfaction 91
Behavioural intention 91
Conclusion 93
vi Contents
4 Research design and methodology 94
Selection of data collection method 94
Selection of measurement techniques 96
The selection of the sample 108
Data collection procedures 115
How LISREL is applied to the model 120
Conclusion 127
5 Data analysis and results 128
Survey responses 128
Scale reliability and validity 134
Hypotheses and results of two way relationships 165
Spurious relationships 187
Results of experiments 191
Analysis of covariance structure 197
Conclusion 210
6 Summary and conclusions 211
Objectives of the study 211
Summary and interpretation of findings 212
Contributions of the research 221
Suggestions for future research 224
Concluding remarks 226
Appendices 228
A The interview questionnaires 228
B Letter of notification 246
C The determination of optimal sample size 247
D Correlations among multi item measures of
constructs: the ball pen sample 249
E Correlations among multi item measures of
constructs: the mini cassette player sample 251
References 253
Index 276
List of figures
2.1 Loyalty in different situations of satisfaction and
attitude 14
2.2 Interpretations of consumer satisfaction/dissatisfaction 16
2.3 Assimilation contrast theory 18
2.4 Expectation and disconfirmation effects on satisfaction
consistent with adaptation level theory 20
2.5 Operation of opponent process phenomena as applied
to consumer satisfaction and its determinants 21
2.6 Consumer surplus 24
2.7 Producer surplus and consumer surplus 25
2.8 Producer surplus 26
2.9 Hypothetical utility curve 28
2.10 Classification of consumer satisfaction/dissatisfaction
research 35
3.1 The structural model of Chinese cultural values and
consumer satisfaction/dissatisfaction 62
3.2 Classification of Chinese cultural values 68
4.1 Factorial design of situations using two social
dimensions 104
4.2 The schema for causal attribution in the study 106
4.3 Links of variables of the structural model of Chinese
cultural values and consumer satisfaction/dissatisfaction 121
5.1 A plot of ridged coefficients: the ball pen sample 160
5.2 A plot of ridged coefficients: the mini cassette player
sample 162
5.3 Unweighted least square estimates of model PI for the
ball pen sample 198
5.4 Unweighted least square estimates for model P2 for
the ball pen sample 203
viii List of figures
5.5 Unweighted least square estimates of model Cl for the
mini cassette player sample 207
5.6 Unweighted least square estimates of model C2 for the
mini cassette player sample 209
List of tables
2.1 The inventory of Rokeach s personal values 53
3.1 The Chinese cultural value system 64
3.2 The cultural value system of Chinese college students 65
4.1 Questionnaire structure 98
4.2 Satisfaction scores in the pilot survey 114
4.3 Initial attributes for ball pens and mini cassette players 116
5.1 Survey responses 129
5.2 Survey response summary 129
5.3 Profiles of respondents of the main survey 132
5.4 Profiles of respondents of the pilot survey 133
5.5 Scale reliability for multi item measures 139
5.6 Item to total correlation: the ball pen sample 140
5.7 Item to total correlation: the mini cassette player
sample 141
5.8 The multitrait multimethod matrix for the ball pen
sample 143
5.9 The multitrait multimethod matrix for the mini¬
cassette player sample 144
5.10 T tests for item selection for the ball pen sample 147
5.11 T tests for item selection for the mini cassette player
sample I48
5.12 Reliability coefficient for the Chinese cultural values
scale 149
5.13 Item to total correlation: Chinese cultural values 150
5.14 T test for the Chinese cultural values scale: comparison
between two samples 152
5.15 Eigenvalue and percentage of variance of each factor
for the two samples 155
5.16 Dimensions of Chinese cultural values for the two
samples 156
x List of tables
5.17 Varimax factor analysis of the ball pen sample 157
5.18 Varimax factor analysis of the mini cassette player
sample 158
5.19 Stepwise regression of validated items on total scale
score 163
5.20 Nature of item entered in stepwise regression 163
5.21 Correlations between Chinese cultural values and
product expectations for hypothesis 1 166
5.22 Correlations between Chinese cultural value
dimensions, product expectations and satisfaction for
hypothesis 1 and 2: the ball pen sample 166
5.23 Correlations between Chinese cultural value
dimensions, product expectations and satisfaction for
hypothesis 1 and 2: the mini cassette player sample 167
5.24 Correlations between Chinese cultural values and
satisfaction for hypothesis 2 168
5.25 (a) Correlations between consumption experiences and
product expectations for hypothesis 3 169
(b) 170
5.26 (a) Correlations between consumption experiences and
satisfaction for hypothesis 4 171
(b) 172
5.27 (a) Correlations between affective experiences and
satisfaction for hypothesis 5 173
(b) 174
5.28 (a) Correlations between affective experiences and
product expectations for hypothesis 6 175
(b) 176
5.29 Correlations between Chinese cultural value dimensions
and situational factors for hypothesis 7: the ball pen
sample 177
5.30 Correlations between Chinese cultural value dimensions
and situational factors for hypothesis 7: the mini¬
cassette player sample 178
5.31 Correlations between product expectations and
satisfaction for hypothesis 11 179
5.32 Correlations between product expectations and
perceived performance for hypothesis 11 181
5.33 Correlations between product expectations and
disconfirmation for hypothesis 12 182
5.34 Correlations between perceived performance and
disconfirmation for hypothesis 13 183
List of tables xi
5.35 Correlations between perceived performance and
satisfaction for hypothesis 14 184
5.36 Correlations between discontinuation and satisfaction
for hypothesis 15 185
5.37 Correlations between satisfaction and purchase
intention for hypothesis 16 186
5.38 Partial correlations between perceived performance and
satisfaction, controlling disconnrmation and
expectations 188
5.39 Partial correlations between disconnrmation and
satisfaction, controlling performance and expectations 189
5.40 Partial correlations between satisfaction and intention,
controlling performance, disconnrmation and
expectations 190
5.41 ANOVA results of message effects 191
5.42 ANOVA results of treatment and interaction effects
for the ball pen sample 192
5.43 ANOVA results of treatment and interaction effects
for the mini cassette player sample 193
5.44 ANOVA results of product effects for the ball pen
sample 193
5.45 ANOVA results of product effects for the mini cassette
player sample 194
5.46 ANOVA results of situation effects for the ball pen
sample 195
5.47 ANOVA results of situation effects for the mini¬
cassette player sample 196
5.48 Individual measure and composite construct reliability
for Model PI and Model P2 ball pen samples 199
5.49 Estimated parameters for the ball pen sample 200
5.50 Individual measure and composite construct reliability
for Model Cl and Model C2 of the mini cassette
player sample 204
5.51 Unweighted least square estimates for the mini cassette
player sample 206
|
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| geographic_facet | China |
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| indexdate | 2024-07-09T17:37:08Z |
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| isbn | 0415004365 |
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| series2 | Consumer research and policy series |
| spelling | Yau, Oliver H. Verfasser aut Consumer behaviour in China customer satisfaction and cultural values Oliver H. M. Yau 1. publ. London u.a. Routledge 1994 XIV, 285 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Consumer research and policy series Consumer behavior China Consumer satisfaction China Wertorientierung (DE-588)4132695-7 gnd rswk-swf Verbraucherzufriedenheit (DE-588)4129147-5 gnd rswk-swf Verbraucherverhalten (DE-588)4062644-1 gnd rswk-swf China (DE-588)4009937-4 gnd rswk-swf Verbraucherverhalten (DE-588)4062644-1 s China (DE-588)4009937-4 g DE-604 Verbraucherzufriedenheit (DE-588)4129147-5 s Wertorientierung (DE-588)4132695-7 s HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=006316791&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Yau, Oliver H. Consumer behaviour in China customer satisfaction and cultural values Consumer behavior China Consumer satisfaction China Wertorientierung (DE-588)4132695-7 gnd Verbraucherzufriedenheit (DE-588)4129147-5 gnd Verbraucherverhalten (DE-588)4062644-1 gnd |
| subject_GND | (DE-588)4132695-7 (DE-588)4129147-5 (DE-588)4062644-1 (DE-588)4009937-4 |
| title | Consumer behaviour in China customer satisfaction and cultural values |
| title_auth | Consumer behaviour in China customer satisfaction and cultural values |
| title_exact_search | Consumer behaviour in China customer satisfaction and cultural values |
| title_full | Consumer behaviour in China customer satisfaction and cultural values Oliver H. M. Yau |
| title_fullStr | Consumer behaviour in China customer satisfaction and cultural values Oliver H. M. Yau |
| title_full_unstemmed | Consumer behaviour in China customer satisfaction and cultural values Oliver H. M. Yau |
| title_short | Consumer behaviour in China |
| title_sort | consumer behaviour in china customer satisfaction and cultural values |
| title_sub | customer satisfaction and cultural values |
| topic | Consumer behavior China Consumer satisfaction China Wertorientierung (DE-588)4132695-7 gnd Verbraucherzufriedenheit (DE-588)4129147-5 gnd Verbraucherverhalten (DE-588)4062644-1 gnd |
| topic_facet | Consumer behavior China Consumer satisfaction China Wertorientierung Verbraucherzufriedenheit Verbraucherverhalten China |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=006316791&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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