The effects of partitioned country of origin on consumer expectations of service quality toward life insurance and international programs in business administration | |
| Author | Krairoek Pinkaeo |
| Call Number | AIT Diss. no. SM-01-1 |
| Subject(s) | Insurance, Life--Customer services Industrial management--Study and teaching Insurance, Life--Customer services Industrial management--Study and teaching |
| Note | A dissertation submitted in partial fulfillment of the requirements for the degree of Doctor of Philosophy, School of Management |
| Publisher | Asian Institute of Technology |
| Abstract | Partitioned country of origin (COO) studies are relatively well established on products but whether similar results could be found in services has not been confirmed. COO services could be partitioned; thus, this study investigates expectations of service quality toward life insurance and international programs in business administration (BBA international programs) across different dimensions of COO: service brand origin, design origin, nationality of service provider; i.e., sales representatives for life insurance and instructors for BBA international programs .. Ten dimensions of service quality were adapted from Parasuraman et al. (1985) to measure consumer expectations against different combinations of COO dimensions, based on expert opinion and pilot consumer surveys. Price and service familiarity were included as a control. The results show that the nationality of service providers has a significant effect on expectations, but with different magnitudes across ten dimensions regarding both services. Brand origin is significant for life insurance, while design origin has small effects on BBA international programs. Furthermore, nationality of service providers is found to be the most important feature on overall expectations of service quality toward both services. Finally, pmiitioned COO effects on services slightly vary by specific service. These results are not fully consistent with COO products due to the distinguishing characteristics of services, but generally, it seems that much of the COO effects established for products is also valid for high level services. |
| Year | 2001 |
| Type | Dissertation |
| School | School of Management |
| Department | Other Field of Studies (No Department) |
| Academic Program/FoS | Master of Business Administration (MBA) (Publication code=SM) |
| Chairperson(s) | Speece, Mark W.;Speece, Mark W.; |
| Examination Committee(s) | Bechter, Clemens ;Sununta Siengthai ;Vatcharaporn Esichaikul ;Soutar, Geoffrey Norman ; |
| Scholarship Donor(s) | Bangkok University ; |
| Degree | Thesis (Ph.D.) - Asian Institute of Technology, 2001 |