caa a22 4500 445890800 CHVBK 20180317145615.0 cr unu---uuuuu 170323e20110301xx s 000 0 eng 10.1007/s11116-010-9306-9 doi (NATIONALLICENCE)springer-10.1007/s11116-010-9306-9 Managing passenger behavioral intention: an integrated framework for service quality, satisfaction, perceived value, and switching barriers [Elektronische Daten] [William Jen, Rungting Tu, Tim Lu] This paper seeks to improve our understanding of passengers' behavioral intention by proposing an integrated framework from the attitudinal perspective. According to the literature in marketing research, we establish a causal relationship model that considers "service quality-satisfaction-behavioral intentions” paradigm, perceived value theory, and switching barrier theory. Exploring passengers' behavioral intention from satisfaction and perceived value help to understand how passengers are attracted by the company, while switching barriers assist in realizing how passengers are "locked” into a relationship with the current company. Furthermore, in order to capture the nature of service quality, we adopt a hierarchical factor structure which serves service quality as the higher-order factor. In this study, coach industry is selected as our research subject. The empirical results, as hypothesized, show that all causal relationships are statistically significant, and perceived value us the most important predictor of satisfaction and passengers' behavioral intention. In conclusion, the managerial implications and suggestions for future research are discussed. Springer Science+Business Media, LLC., 2010 Passenger behavioral intention nationallicence Service quality nationallicence Satisfaction nationallicence Perceived value nationallicence Switching barrier nationallicence Jen William Department of Transportation Technology and Management, National Chiao Tung University, 1001, Ta Hsueh Road, East Dist, 30010, Hsinchu, Taiwan aut Tu Rungting Department of Marketing, Guanghua School of Management, Peking University, Beijing, China aut Lu Tim Department of Transportation Technology and Management, National Chiao Tung University, Hsinchu, Taiwan aut Transportation Springer US; http://www.springer-ny.com 38/2(2011-03-01), 321-342 0049-4488 38:2<321 2011 38 11116 https://doi.org/10.1007/s11116-010-9306-9 text/html Onlinezugriff via DOI 1 research-article jats NATIONALLICENCE 856 40 https://doi.org/10.1007/s11116-010-9306-9 text/html Onlinezugriff via DOI NATIONALLICENCE 700 1- Jen William Department of Transportation Technology and Management, National Chiao Tung University, 1001, Ta Hsueh Road, East Dist, 30010, Hsinchu, Taiwan aut NATIONALLICENCE 700 1- Tu Rungting Department of Marketing, Guanghua School of Management, Peking University, Beijing, China aut NATIONALLICENCE 700 1- Lu Tim Department of Transportation Technology and Management, National Chiao Tung University, Hsinchu, Taiwan aut NATIONALLICENCE 773 0- Transportation Springer US; http://www.springer-ny.com 38/2(2011-03-01), 321-342 0049-4488 38:2<321 2011 38 11116 Metadata rights reserved Springer special CC-BY-NC licence nationallicence BK010053 XK010053 XK010000 NATIONALLICENCE NATIONALLICENCE NL-springer