The Effects of Physical and Social Context on Evaluations of Captive, Intensive Service Relationships

Autor:	Morgan Milner, Linn Van Dyne, Kok Yee Ng, Donald E. Conlon
Rok vydání:	2004
Předmět:	Service (business) Customer retention business.industry Service delivery framework Strategy and Management Context (language use) Customer relationship management General Business Management and Accounting Loyalty business model Conceptual framework Management of Technology and Innovation Customer satisfaction Business and International Management Marketing business Social psychology
Zdroj:	Academy of Management Journal. 47:433-445
ISSN:	1948-0989 0001-4273
DOI:	10.5465/20159592
Popis:	Expanding a conceptual framework, we differentiated services on the basis of their levels of captivity (the difficulty of a customer's leaving) and intensity (the number of services performed), arguing that context is especially critical to service delivery when these levels are high. Data from cruise ships generally supported our hypotheses. We report effects of physical and social context on evaluations made by passengers, industry experts, and government regulators. Implications for managers of other service settings are discussed.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::3d5eabb7fd637f570a3afb9d7a0bf1b4 https://doi.org/10.5465/20159592 Zobrazit plný text záznamu Plný text ve formátu PDF Plný text ve formátu HTML
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