Sociality Communication: Its Influence on Customer Loyalty with the Service Provider and Service Organization

Autor:	Chas D. Koermer, Linda L. McCroskey
Rok vydání:	2006
Předmět:	Service quality Customer retention Customer advocacy Liberal arts education Communication Service level objective Advertising Service provider Psychology Sociality Loyalty business model
Zdroj:	Communication Quarterly. 54:53-65
ISSN:	0146-3373
DOI:	10.1080/01463370500270371
Popis:	This investigation examined the relationship between service providers’ sociality usage and its influence on customer loyalty with the provider and service organization. The Service Provider Sociality Scale (SPSS) was distributed to 255 undergraduates attending a Midwestern liberal arts college and 200 residents from surrounding locales (N = 455). Regression analyses revealed that the SPSS factorial dimensions of courteous expressions and personal connection accounted for significant unique variance in customer loyalty with the service provider. Courteous expressions explained more unique variance in customer loyalty with the service organization than did personal connection. Implications and suggestions for further scholarly pursuits are provided.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::e77fa12f28c93f924541a1cc9ecf23da https://doi.org/10.1080/01463370500270371 Zobrazit plný text záznamu