The impact of customers' perception of varying degrees of customer service on commitment and perceived relative attractiveness
Journal article, Peer reviewed
Date
2008Metadata
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- Scientific articles [2254]
Original version
Managing Service Quality, 2008, 18(4): 309-328 http://dx.doi.org/10.1108/09604520810885581Abstract
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