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Interactive Effects of Service Attributes on Customer Satisfaction
Yan Li (Eliane)1; Matthew Tingchi Liu1; James L. Brock2
2016
Conference Name18th Academy-of-Marketing-Science (AMS) World Marketing Congress
Source PublicationRediscovering the Essentiality of Marketing
Pages851-857
Conference DateJUL 14-18, 2015
Conference PlaceAcad Marketing Sci, Bari, ITALY
PublisherSpringer International Publishing AG
Other Abstract

It is widely acknowledged that service quality is profoundly affected by the service providers with the frontline employees playing a critical role in providing customer satisfaction (e.g., Bacon 2012 ; Dagger et al. 2013 ). Achieving customer satisfaction through superior service is a strategy that service providers such as retail banks strive to pursue (Frey et al. 2013 ). Prior literature showed that the intangible nature of services is critical determinants in creating customer satisfaction (Dagger et al. 2013 ). More recently, Keh et al. ( 2013 ) concluded that the simultaneous and interactive effects of different employee attributes collectively drive customer satisfaction. However, what is lacking in the literature is the relative importance of different attributes and interaction effects among them in different physical and cultural service settings (Dagger et al. 2013 ). This study builds on this stream of research to investigate the relative and interactive effects of three employee attributes, namely friendliness, helpfulness, and respectfulness on customer satisfaction with the employee in the Chinese banking industry.

DOIhttps://doi.org/10.1007/978-3-319-29877-1_164
Indexed ByCPCI
Language英语
WOS Research AreaBusiness & Economics
WOS SubjectBusiness
WOS IDWOS:000392200400164
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Cited Times [WOS]:0   [WOS Record]     [Related Records in WOS]
Document TypeConference paper
CollectionFaculty of Business Administration
DEPARTMENT OF MANAGEMENT AND MARKETING
Affiliation1.University of Macau , Taipa , Macau
2.Pacific Lutheran University , Tacoma , WA , USA
First Author AffilicationUniversity of Macau
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Yan Li ,Matthew Tingchi Liu,James L. Brock. Interactive Effects of Service Attributes on Customer Satisfaction[C]:Springer International Publishing AG,2016:851-857.
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