... in‐depth interviews and surveys from the clients of policyholder service centres of life insurers in Taiwan. A structural equation modelling approach is employed to examine the relationship posited in this study. Findings The findings are generally consistent with the literature. This study supports...

... to the service provider. Design/methodology/approach The results are based on a survey of 240 business travellers in Taiwan. Ordinary least square regression is applied to test the relationships. Findings Statistical tests confirm that service responses to emotional states have a positive effect...

... questionnaire survey, including samples of 420 customers from the financial services industry in Taiwan. PLS‐Graph is used to evaluate the measures of reliability as well as validities, and to test the hypotheses. Findings The results show that fair service not only has a significant impact on customer...

.../methodology/approach A survey of bank customers in Taiwan was conducted. The total number of valid questionnaires was 479. Reliability and validity were tested. Maximum likelihood procedure of LISREL 8.8 was used to test the hypothesized structural equation model. Findings The findings indicate...

... the factors that influence their adoption. Design/methodology/approach By integrating the theory of planned behaviour (TPB) and the literature on organizational adoption of innovation, a framework was developed. Empirical data from financial institutions in Singapore and Taiwan were collected. Partial...

... are identified. © MCB UP Limited 1998 Empirical studies Manufacturing Quality management Service Taiwan Table II shows the means and standard deviations for each of the quality management constructs for manufacturing and service companies. In order to compare the levels of quality...