Measurement of Positive Continuance Intention Drivers within a Service Domain

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The contribution of this dissertation is how model measurement allows examination of the balance between what is practical in terms of consumer concerns versus what is optimal in terms of cost control. Essay 1 examines a research framework that incorporates various service recovery strategies and simultaneously evaluates their comparative influences. Essay 2 evaluates the complex interrelationships among different factors related to the post-complaint behavioral process. Essay 3 fills a research gap by examining the role of brand equity by operationalizing a reflective model using PLS in operations management (OM) research. These three essays provide insight into the quality management domain … continued below

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viii, 105 pages

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Harun, Md Ahasan Uddin August 2019.

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  • Harun, Md Ahasan Uddin

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The contribution of this dissertation is how model measurement allows examination of the balance between what is practical in terms of consumer concerns versus what is optimal in terms of cost control. Essay 1 examines a research framework that incorporates various service recovery strategies and simultaneously evaluates their comparative influences. Essay 2 evaluates the complex interrelationships among different factors related to the post-complaint behavioral process. Essay 3 fills a research gap by examining the role of brand equity by operationalizing a reflective model using PLS in operations management (OM) research. These three essays provide insight into the quality management domain and the value that is achieved via a data driven examination of theory. Moreover, this research will provide operations management practitioners a basis to carry out future research on quality management phenomena as well as insight into how to balance cost control and service recovery strategies with the goal of achieving a competitive advantage.

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viii, 105 pages

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  • August 2019

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  • Aug. 29, 2019, 10:25 a.m.

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  • Oct. 2, 2021, 1:41 p.m.

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Harun, Md Ahasan Uddin. Measurement of Positive Continuance Intention Drivers within a Service Domain, dissertation, August 2019; Denton, Texas. (https://digital.library.unt.edu/ark:/67531/metadc1538650/: accessed July 17, 2024), University of North Texas Libraries, UNT Digital Library, https://digital.library.unt.edu; .

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