東華大學圖書館 |

語系: 繁體中文

說明(常見問題)

回圖書館首頁

手機版館藏查詢

登入

回首頁

切換: 標籤 | MARC模式 | ISBD

To accept or reject a customer's bus...

Bone, Sterling Allen.

FindBook

Google Book

Amazon

博客來

To accept or reject a customer's business? The interaction of customer quantitative merit, customer reputation and the decision-maker's need for discretion.

紀錄類型:	書目-電子資源 : Monograph/item
正題名/作者:	To accept or reject a customer's business? The interaction of customer quantitative merit, customer reputation and the decision-maker's need for discretion./
作者:	Bone, Sterling Allen.
面頁冊數:	169 p.
附註:	Source: Dissertation Abstracts International, Volume: 67-03, Section: A, page: 1012.
Contained By:	Dissertation Abstracts International67-03A.
標題:	Business Administration, Marketing. -
電子資源:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3211345
ISBN:	9780542602450

To accept or reject a customer's business? The interaction of customer quantitative merit, customer reputation and the decision-maker's need for discretion.
Bone, Sterling Allen.

To accept or reject a customer's business? The interaction of customer quantitative merit, customer reputation and the decision-maker's need for discretion. - 169 p.

Source: Dissertation Abstracts International, Volume: 67-03, Section: A, page: 1012.

Thesis (Ph.D.)--Oklahoma State University, 2006.

Scope and method of study. This research investigated factors that influence customer selection decisions. Two methods were employed. First, interviews were conducted with bank executives, loan officers, and regulators to identify factors that influence customer selection decisions in retail bank lending. Second, an experiment was conducted with 262 commercial loan officers to test a three-way interaction between customer quantitative merit, customer reputation, and the decision-maker's need for discretion (NFD) on the behavioral intentions to accept or reject a customer's business (i.e., customer selection likelihood).

ISBN: 9780542602450Subjects--Topical Terms:

1017573
Business Administration, Marketing.

To accept or reject a customer's business? The interaction of customer quantitative merit, customer reputation and the decision-maker's need for discretion.
LDR:03074nmm 2200289 4500 001 1831163
005 20070507072357.5
008 130610s2006 eng d
020 $a 9780542602450
035 $a (UnM)AAI3211345
035 $a AAI3211345
040 $a UnM $c UnM
100 1 $a Bone, Sterling Allen. $3 1919970
245 1 0 $a To accept or reject a customer's business? The interaction of customer quantitative merit, customer reputation and the decision-maker's need for discretion.
300 $a 169 p.
500 $a Source: Dissertation Abstracts International, Volume: 67-03, Section: A, page: 1012.
500 $a Adviser: John C. Mowen.
502 $a Thesis (Ph.D.)--Oklahoma State University, 2006.
520 $a Scope and method of study. This research investigated factors that influence customer selection decisions. Two methods were employed. First, interviews were conducted with bank executives, loan officers, and regulators to identify factors that influence customer selection decisions in retail bank lending. Second, an experiment was conducted with 262 commercial loan officers to test a three-way interaction between customer quantitative merit, customer reputation, and the decision-maker's need for discretion (NFD) on the behavioral intentions to accept or reject a customer's business (i.e., customer selection likelihood).
520 $a Finding and conclusions. ANOVA results supported the three-way interaction. The interaction pattern, however, differed from the prediction derived from cue diagnosticity theory. For low-NFD individuals, the prediction that customer quantitative merit would be the dominant information cue was supported. For high-NFD individuals, the prediction was that customer reputation would be dominant when reputation was positive. When negative, however, quantitative merit would be diagnostic. The results revealed an opposite effect. That is, when reputation was negative, there was no main effect for quantitative merit; however, when reputation was positive, there was a main effect. Additional analyses revealed that NFD did not influence the use of reputation information when quantitative merit (i.e., credit score) was low. A "floor effect" for quantitative merit was proposed as an explanation. When quantitative merit was high, however, NFD influenced the extent to which reputation information affected customer selection likelihood. That is, when quantitative merit was high, NFD moderated the impact of customer reputation, such that customer reputation information influenced high-NFD individuals but not low-NFD individuals. This research will assist managers in understanding how their customer contact personnel interpret information cues to make selection decisions. Policy implications were discussed regarding the potential for customer discrimination.
590 $a School code: 0664.
650 4 $a Business Administration, Marketing. $3 1017573
650 4 $a Business Administration, Banking. $3 1018458
690 $a 0338
690 $a 0770
710 2 0 $a Oklahoma State University. $3 626630
773 0 $t Dissertation Abstracts International $g 67-03A.
790 1 0 $a Mowen, John C., $e advisor
790 $a 0664
791 $a Ph.D.
792 $a 2006
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3211345