Florida State University Libraries

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1 Florida State University Libraries Electronic Theses, Treatises and Dissertations The Graduate School 2005 A New Examination of Service Loyalty: Identification of the Antecedents and Outcomes of an Attitudinal Loyalty Framework Brian L. Bourdeau Follow this and additional works at the FSU Digital Library. For more information, please contact lib-ir@fsu.edu

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127 & " '!&$ '!"!"# $$ % "* $ " # "" &" " # 2 " ' C ; -)C 9%)3 5 -)/ $); $)*+ $,,-)0,)9 0 # #" &" 2 " "' "" & " 8" " D" " ' " ' 9" #" O & " " $$);'# " # '#""# # / ' 9" C"" / C <" * $NC 1C -

128 " ' " "" "" " " '#""# # '"$$) ;'$ / ' 9" C"" / C &<" * $NJ 1C ;'%" " * $ / '#""# # " "$$ ;'- " "* $ ' C'#" " " '"$$ 4

129 / ' 9" C"" / C (<" * $N5/1C / ' 9" C"" / C )<" * $N9 'I1C 1 G #" '""" D ""# # $$ ;'4 =

130 / ' 9" C"" / C *<" * $N*9 G39 1C " "'"" " D""# # $$;'= " / ' 9" C"" / C,<" * $NC <1C (

131 1#"! ' '"$$#" '#""# # ;'( / ' 9" C"" / C.<" * $N:1C "* $" 2 " 2"! "@'"$$ '" " O ' G 1# " ' G ;'4 = '' " # & " ' ' "" 8" "8 "' '' 0

132 G ' 8 C '"'" O"" '" "@! # '# G #)$$ " 8 """ # '# G # " ' & # " ; "" ' # ' " /$& "!(!"#$$ =% * %''# "" 9"# "!"" " 1 #O '"$$);'0 ' " 9"#'" '#""# # $$);' ' "! '#""# # $$'"";'$,

133 / ' L C"" / C 1<" * %NC 1C / ' L C"" / C 3<" * %NJ 1C $,

134 / ' L C"" / C &8<" * %N5/1C '' " 9"#O"" O '" "$$);'$ / ' L C"" / C & <" * %N9 'I1C $

135 G "* $ "! 9"# ' G $$);'$$ / ' L C"" / C &&<" * %N*9 G39 1C "'" " " $$9"#''& " '#""# ;' $% " "* $ " 9"# ' " 8 "$$);' $- $$

136 / ' L C"" / C &(<" * %NC <1C / ' L C"" / C &)<" * %N:1C '"O &" "@ '# G # # ' ""' " & "3 5 )/' $%

137 -)/ ()I 3&)+-)&" 3=1 ' " '# G # # # ' " '"" "' " '9"# " ' "" 2' " '# G # # ' ' " ; #" ' " " "* %# ' " " & " " '"O ' $$ "##"#" "# # 'JJJ " "! " 6& # "2" '" ' " #"2' " 1 # " D' 1 # ' "" ' '!) $!"#$$ % $-

138 ' " * -9"# " #"!'"$$);'$4 / ' C"" / C &*<" * -NC 1C # # " 9"# '" O "" $$);'$= "! "" " "'" $$);'$()O"" O $4

139 / ' C"" / C &,<" * -NJ 1C / ' C"" / C &.<" * -N5/1C '# # ' " * $ C";'$0#" '"$$ $=

140 / ' C"" / C &1<" * -N9 'I1C G ' " "" " " " $$ ;'$ / ' C"" / C &3<" * -N*9 G39 1C $(

141 O! ' 9"## " '#""# # $$) ;'%, / ' C"" / C (8<" * -NC <1C "##' ' " * $/ '#""# # " " 8$$);'%! ' # G # #1 "# " " < " " 2 "J #5#B %)J '*-#" " "' " "J '*- J #5#B% " $0

142 " ' ' 2 "" '#" & " / ' C"" / ( <" * -N:1C "'!" "" " 2&' " 1" "# '#" ## " &# & 2&' ' 2&'!"" '#" #) "/ #3#*$,,, C & #''# G # # '#""# # " " $

143 ' " ' '"" ' '* # 2' """ & & " "8!*"+!"#$$ % 5. D'" " * 4 ' DO '" $$);'%$ / ' 5. C"" / C (&<" * 4NC 1C " "" " D # '"$$);'%% %,

144 / ' 5. C"" / C ((<" * 4NJ 1C " ;'%- '" $$ / ' 5. C"" / C ()<" * 4N5/1C %

145 ' " * 49"# DO ' '" $$);'%4 / ' 5. C"" / C (*<" * 4N9 'I1C DO '" G $$# " ;'%= " "" "D '" $$);'%( %$

146 / ' 5. C"" / C (,<" * 4N*9 G39 1C / ' 5. C"" / C (.<" * 4NC <1C ' " # DO '"$$ ";'%0 %%

147 / ' 5. C"" / C (1<" * 4N:1C :. " "" " D 9"# D $$);'% / ' :. C"" / C (3<" * 4NC 1C %-

148 " D8"" 9"# " 2" '" $$;'-,N-4"& "'" " / ' :. C"" / C )8<" * 4NJ 1C / ' :. C"" / C ) <" * 4N5/1C %4

149 / ' :. C"" / C )&<" * 4N9 'I1C / ' :. C"" / C )(<" * 4N*9 G39 1C %=

150 / ' :. C"" / C ))<" * 4NC <1C / ' :. C"" / C )*<" * 4N:1C 1. " " 9"# DO ' '" "$$);'-= %(

151 / ' 1. C"" / C ),<" * 4NC " 9"# D '""" "" #;'-($$ / ' 1. C"" / C ).<" * 4NJ 1C %0

152 # '# G # # ' "!"" " D 7 " '" "$$;'-0N4$"'" " / ' 1. C"" / C )1<" * 4N5/1C / ' 1. C"" / C )3<" * 4N9 'I1C %

153 / ' 1. C"" / C *8<" * 4N*9 G39 1C / ' 1. C"" / C * <" * 4NC <1C -,

154 / ' 1. C"" / C *&<" * 4N:1C " '2"!'" #* 4 9#3 #' # # D " # ' "D D " * # '"!,"-!"# $$ % * = " & 9"# "'" " &O ' &O "" $$);'4% -

155 / ' <& C"" / C *(<" * =NC 1C # # " <& #'""" '#""# # $$);'4- / ' <& C"" / C *)<" * =NJ 1C -$

156 " "# '# G # # " # " '"$$9"#& O '" '#&O ' &O '" ";'44N4 "" "* "& # ' "& "@ # " " & '"J' 2 &""! 8 "& '" / ' <& C"" / C **<" * =N5/1C -%

157 / ' <& C"" / C *,<" * =N9 'I1C / ' <& C"" / C *.<" * =N*9 G39 1C --

158 / ' <& C"" / C *1<" * =NC <1C / ' <& C"" / C *3<" * =N:1C 9"# 8@ ' "" '# ' ' " -4

159 "& "!'& ' C'"' " $$&O ' &O '"$$"" "& & &&' "# &#&D# " " " 'N$,!. /0$!"#$$ " $ % * (#/-# $$ 9"# " "'" " "!" '#""# # " $$;'=,"'" / ' C"" / 1" C,8<" * (NC 1C -=

160 " "!"" " " 1# "" " $$);'= / ' C"" / 1", <" * (NJ 1C " ' " * (1 '#""# # 8 " " $$);'=$ / '#""# " '@ ' "!"" $$'"" ;'=% C -(

161 / ' C"" 1" / C,&<" * (N5/1C / ' C"" / 1" C,(<" * (N9 'I1C " G ' " * (9"# '#""# # "" $$);'=- -0

162 / ' C"" 1" /,)<" * (N*9 G39 1C 6& # "* ( ' " "" " " C" '"";'=4$$ C / ' C"" / 1" C,*<" * (NC <1C -

163 * ( " 9"# '#""# '"" $$);'== / ' C"" / 1" C,,<" * (N:1C # # ## G # ' " * (" # "" D"'' "" ## #!/$ "38$,, &' " " " ' '#' 1'#"" O" ' ' " # " $$#"" ' 8 4,

164 * # " '"" ' " ' ' ' 6& # D " ' '*#'" O " " "/-$$ " '# # ' '" 6& #'" " O " $$ ' '! 1'" "2# D" ' # " ' " 1 #" "" #" ' " " '"!1 /0$!"#$$ 2 " % * 0'' ""! " 8 " "" " '" """ ' O@ # O@ # O@ $$);'=( 4

165 / ' C"" / I@ /,.<" * 0NC 1C " " * 0 9"#""''"E ' O@ # O@ # $$);'=0 C / ' C"" / I@ / C,1<" * 0NJ 1C 4$

166 "" ' " "" C"!'"# ;'=$$ / ' C"" / I@ /,3<" * 0N5/1C ' " 7# "" " '"" 8@ " " G 9"# "'""" " $$);'( C 4%

167 / ' C"" / I@ / C.8<" * 0N9 'I1C / ' C"" / I@ / C. <" * 0N*9 G39 1C " * 0 9"#'" '" $$);'($ 4-

168 / ' C"" / I@ /.&<" * 0NC <1C # # ' "! "" #" '" $$'"";'(% C / ' C"" / I@ / C.(<" * 0N:1C ' " " " " 44

169 ;'=(%J # '" " O@ $$1"# O@ ' " " ' '" ' " " ''@" " # ' # G # # # "* 0 ""' """" " " " ' " &" " '"" ' '# J ' & ' # # " & " ' '""'" " 9"#" " ' O@ & ' " '# #'" " # "" #&' " "!3 /0$!"#$$ " 4567% "" " J''* 9$9"# ' "! C";'(-#" " 8 " $$ 4=

170 / ' C"" / C J.)<" * NC 1C 6& # " ' 9"#" " '" " " $$);'(4 C / ' C"" / C J C.*<" * NJ 1C '"" '#""# " "' " * $$'"";'(= 4(

171 / ' C"" / C J.,<" * N5/1C "" " " ' " '" '#""# # '"$$);'(( C / ' C"" / C J C..<" * N9 'I1C "" O # O # O G # 40

172 ' ""' " " $$ '" " ;'(0 / ' C"" / C J.1<" * N*9 G39 1C " "" " " 9"#" "" '"$$);'( C / ' C"" / C J C.3<" * NC <1C 4

173 " # '"$$;'0$"'"" '# ""# / ' C"" / C J C 18<" * N:1C "'"" " * "3 ) <0& "'" O " # #$$ ' ' /$ " " #"' ' " 9"# " '# & #'" " '" C # "" & " ' " "# ""8 # "@& ' " =,

174 " ""'& '" " ; # " ' " "#" # '' 2 "2 D' " ' "! 8 /0$!"#$$! $$ % *,'' # "" ' " 8"" 9"# ' " "!'"$$);'0 / ' C"" / 9' " :" 1 <" *,NC 1C 6& # ' " *, '#""# # '" 8' """ $$) ;'0$ C =

175 / ' C"" / 9' " :" 1&<" *,NJ 1C "" " ' ""9"# ' O' " "#"" O' ""# O' " "'" "$$) ;'0% C / ' C"" / 9' " :" C 1(<" *,N5/1C =$

176 9 " " ' 7# " '#""# '" " ' ""$$);'0- / ' C"" / 9' " :" 1)<" *,N9 'I1C " G " " ' " *,9"#"" " '#""# # 8' "" " " "$$);'040= " *, 9"# ' O' ""#"" O' ""# O' ""'" $$);'0( C =%

177 / ' C"" / 9' " :" C 1*<" *,N*9 G39 1C / ' C"" / 9' " :" C 1,<" *,NC <1C =-

178 / ' C"" / 9' " :" C 1.<" *,N:1C ''' " '# G # " ' "' ' 1'# O ' ""'" ## $$" '" ' " 1"# "" ' " " " & 9"# " J ## '"' ""' "! "" "6& # " #" #& " # # " 1# "O " "'" # # / "@ #' "" ""'9"# =4

179 "! " & #'' "' "" '" #" "" 9"# "! " ' """" '' """ O' "" ' "" # " "@# " ' ' "" ' '' "" '# # "'' " "" ## '' "" '! /0$!"#$$!$ '% "" " 8 " " * " 9"#"" O " '" ;'001 # O " ' "",()$$ " ' " * C" '#""# # '" 8 " $$);'0 ==

180 / ' C"" / 9 " C 11<" * NC 1C / ' C"" / 9 " C 13<" * NJ 1C " "! "" " " 9"#""# # '" " $$);', =(

181 / ' C"" / 9 " 38<" * N5/1C * '9"# ' O " #"" O " # O " '"#";'$$ C / ' C"" / 9 " C 3 <" * N9 'I1C "" """# # " " " G ' =0

182 " * '"";'$ $$ / ' C"" / 9 " 3&<" * N*9 G39 1C " ' " * * # '"" ;'%$$)"" O " O " C / ' C"" / 9 " C 3(<" * NC <1C =

183 '""" O " O " " "$$) ;'-#' * / ' C"" / 9 " 3)<" * N:1C "! " /$ " " # " & & "' " : ' O " '"@ " $$ "'#& #"" " ; # "" " " C 1 " " " " "" " "@' " '! "" 2 (,

184 8 " " " ' & '#' " "' " # '! ' ""@!! &9 "/"!!$!!:' #$ ###+# "- % * $ ' """! " C "$-# ' """ #" ## " " '" "9$ "' " " '#""# # " "" " #" " " " & ""'#" ## ' '#""# # # " & " " * $ & " "' 9"# "''904#' ' # "' " & " ' " '""" "* $# ' "C"'' (

185 ' &" # " " #' """8 &"" ' ' ' " ' 2 " 2 ##G 1# &" " 2 '' C '"'' '"" "' "" " D9"#DO '" ' " '" G '""1 # '# D " ' DO ' '" "" "' " # ' " 2 2 &' "' D DO DO '"' # ' " '" "' '" 1 ' & ' # ' #" * $" " 8' " '""" 8 " " 9"# '' ''#" ' ""8 1 #' ($