Customer Friendship and Compliance in High Contact Services
| Autor: | Chia-chuan Hsieh, 謝佳娟 |
|---|---|
| Rok vydání: | 2007 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 95 Given the understanding that customer retention is economically more advantageous than constantly seeking new customers, the building and maintenance of long-term customer relationships is central to improved business performance. In high contact service industries where the service is inseparable from the service employee providing it, the interaction between customers and service providers offers a potential means by which a firm can achieve true customer loyalty and high future use intention. This study develops and tests a model to explore antecedents (service provider’s expertise, social skills and customer orientation) and consequences (satisfaction and future use intention) of customer compliance and friendship in high contact service industries. Results support most hypotheses. Implications for high contact services industries and limitation/future research are then discussed. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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