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The impact of perceived bank service quality on young adults' perceptions of social inequality and evaluations of credit unions

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dc.contributor.supervisor Bhatnagar, Namita (Marketing) en_US
dc.contributor.author Song, Zeyu
dc.date.accessioned 2014-09-09T13:35:38Z
dc.date.available 2014-09-09T13:35:38Z
dc.date.issued 2014-09-09
dc.identifier.uri http://hdl.handle.net/1993/24001
dc.description.abstract The purpose of this research is to examine the impact of perceived service quality provided by banks on young adults’ perceptions of general societal and context-specific inequality, and negative emotions. Four laboratory experiments are designed and conducted to test these relationships. Results show increased context-specific inequality perceptions and negative affects on receiving lower quality service. Societal income inequality perceptions influenced preferences and recommendation likelihood for credit unions through attitudes towards them. A key role of knowledge about credit unions was found—whereby individuals with greater awareness provided more favorable evaluations for credit unions. Information received from friends was also trusted more than through ads. Theoretically, this research draws connections between literatures on service quality, social inequality, and information processing. Results found here have practical implications for both the functioning of banks as well as that of credit unions. en_US
dc.subject service quality en_US
dc.subject social inequality en_US
dc.subject credit union en_US
dc.title The impact of perceived bank service quality on young adults' perceptions of social inequality and evaluations of credit unions en_US
dc.degree.discipline Management en_US
dc.contributor.examiningcommittee Manchanda, Rajesh (Marketing) Bapuji, Hari(Business Administration) Gallant, Michelle (Law) en_US
dc.degree.level Master of Science (M.Sc.) en_US
dc.description.note October 2014 en_US


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