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Interpersonal Relationship, Service Quality, Seller Expertise: How Important Are They to Adolescent Consumers?
Wendy W. N. Wan1; Chung-Leung Luk2; Kim-Shyan Fam3; Peiguan Wu1; Cheris W. C. Chow4
2012-05
Source PublicationPSYCHOLOGY & MARKETING
ISSN0742-6046
Volume29Issue:5Pages:365-377
Abstract

Drawing upon social capital theory and psychosocial development theory, this paper argues that a true buyer–seller relationship is a key determinant of favorable consumer behaviors for adolescent consumers of hairstylist services. Other important determinants include quality of the service delivery process (i.e., service quality as measured by the five SERVQUAL factors) and quality of the core service (in this case, the hairstylist's expertise). A survey of 350 adolescent consumers confirms these predictions. It shows that a true interpersonal relationship negatively moderates the positive effects of service quality on consumer satisfaction with, and overall assessment of the hairstylist. This negative moderating effect is labeled resource substitution benefit and the argument made that this is the fourth social capital benefit. The theoretical and practical implications of these findings are discussed. 

DOIhttps://doi.org/10.1002/mar.20527
Indexed BySSCI
Language英语
WOS Research AreaBusiness & Economics ; Psychology
WOS SubjectBusiness ; Psychology, Applied
WOS IDWOS:000302622700006
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被引频次[WOS]:10   [WOS记录]     [WOS相关记录]
Document TypeJournal article
专题DEPARTMENT OF MANAGEMENT AND MARKETING
Corresponding AuthorPeiguan Wu
Affiliation1.Sun Yat-Sen University
2.City University of Hong Kong
3.Victoria University of Wellington
4.University of Macau
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Wendy W. N. Wan,Chung-Leung Luk,Kim-Shyan Fam,et al. Interpersonal Relationship, Service Quality, Seller Expertise: How Important Are They to Adolescent Consumers?[J]. PSYCHOLOGY & MARKETING,2012,29(5):365-377.
APA Wendy W. N. Wan,Chung-Leung Luk,Kim-Shyan Fam,Peiguan Wu,&Cheris W. C. Chow.(2012).Interpersonal Relationship, Service Quality, Seller Expertise: How Important Are They to Adolescent Consumers?.PSYCHOLOGY & MARKETING,29(5),365-377.
MLA Wendy W. N. Wan,et al."Interpersonal Relationship, Service Quality, Seller Expertise: How Important Are They to Adolescent Consumers?".PSYCHOLOGY & MARKETING 29.5(2012):365-377.
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