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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)
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http://hdl.handle.net/11250/93324
Utgivelsesdato
2008
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  • Scientific articles [1334]
Originalversjon
Managing Service Quality, 2008, 18(4): 309-328   http://dx.doi.org/10.1108/09604520810885581
Sammendrag
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.
Beskrivelse
Originally published in Managing Service Quality: http://info.emeraldinsight.com/products/journals/journals.htm?PHPSESSID=aglt9jat9sg6q5ktqv4g8cr1o3&id=msq&id=msq
Utgiver
Emerald
Tidsskrift
Managing Service Quality

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