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The impact of customers' perception of varying degrees of customer service on commitment and perceived relative attractiveness

Andreassen, Tor W.; Olsen, Line Lervik
Journal article, Peer reviewed
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Andreassen&Olsen_The Impact of Customers' Perception of Varying Degrees of Customer Service on Commitment and Perceived Relative Attractivene.pdf (237.5Kb)
URI
http://hdl.handle.net/11250/93324
Date
2008
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  • Scientific articles [1358]
Original version
Managing Service Quality, 2008, 18(4): 309-328   http://dx.doi.org/10.1108/09604520810885581
Abstract
The study is motivated by business' mixed response to increasing demand for customer service, leaving the question as to its impact on performance open. The study is concerned with the impact of customers' perception of customer service (bad/good) on variables that are known to drive revenue, i.e. customer satisfaction, perceived relative attractiveness, and commitment.
Description
Originally published in Managing Service Quality: http://info.emeraldinsight.com/products/journals/journals.htm?PHPSESSID=aglt9jat9sg6q5ktqv4g8cr1o3&id=msq&id=msq
Publisher
Emerald
Journal
Managing Service Quality

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