Development of Satisfaction with, and Value of Relationship with Customers: Evidences from High-Encounter Service Sectors
Department of Management Science
|關鍵字:||Relationship Needs;Relationship Development Actions;Satisfaction with Relationship;Relationship Value|
The gap between actual relationship development and required relationship development are considered, as an antecedent variable, of satisfaction with relationships and value of the customer-service personnel relationships at various periods in high-encounter services. The evidence reveals that at different periods of their relationship, customers have distinct relationship needs. The current gaps between expected relationship needs and the customers' perceptions of relationship development actions are explored to increase the customers' satisfaction with and evaluation of these relationships.
Chiao Da Mangement Review
|Appears in Collections:||Chiao Da Mangement Review|
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