Interpersonal Relationship, Service Quality, Seller Expertise: How Important Are They to Adolescent Consumers?

UM > Faculty of Business Administration > DEPARTMENT OF MANAGEMENT AND MARKETING

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	Interpersonal Relationship, Service Quality, Seller Expertise: How Important Are They to Adolescent Consumers?
	Wan, W. N.; Luk, C. L.; Fam, K. S.; Wu, P. ; Chow, W. C.
	2012-05-01
Source Publication	Psychology & Marketing
ISSN	0742-6046
Pages	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.
Keyword	interpersonal relationship service quality seller expertise adolescent
Language	英語English
The Source to Article	PB_Publication
PUB ID	7318
Document Type	Journal article
Collection	DEPARTMENT OF MANAGEMENT AND MARKETING
Corresponding Author	Wu, P.
Recommended Citation GB/T 7714	Wan, W. N.,Luk, C. L.,Fam, K. S.,et al. Interpersonal Relationship, Service Quality, Seller Expertise: How Important Are They to Adolescent Consumers?[J]. Psychology & Marketing, 2012, 365-377.
APA	Wan, W. N.., Luk, C. L.., Fam, K. S.., Wu, P. ., & Chow, W. C. (2012). Interpersonal Relationship, Service Quality, Seller Expertise: How Important Are They to Adolescent Consumers?. Psychology & Marketing, 365-377.
MLA	Wan, W. N.,et al."Interpersonal Relationship, Service Quality, Seller Expertise: How Important Are They to Adolescent Consumers?".Psychology & Marketing (2012):365-377.

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