Please use this identifier to cite or link to this item:
https://hdl.handle.net/2440/44296
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Type: | Journal article |
Title: | Implementation and outcomes of customer value: A dyadic perspective |
Author: | Chen, S. Quester, P. |
Citation: | Service Industries Journal, 2007; 27(6):779-794 |
Publisher: | Frank Cass Co Ltd |
Issue Date: | 2007 |
ISSN: | 0264-2069 1743-9507 |
Abstract: | This study examines the concept of customer value based on the views shared by service firms and their consumers. Using qualitative and quantitative approaches, the study reveals customer satisfaction and retention as outcomes of front-line service employees' value delivery practices. Our results suggest that service employees' efforts to deliver customer value, even when based on a dyadic view, do not necessarily lead to customer retention. Rather, customers become more loyal when the value provided by service employees is matched by consumers' satisfaction. In other words, satisfaction is an important and necessary mediating variable between employees' efforts and customer retention. |
DOI: | 10.1080/02642060701453270 |
Description (link): | http://www.tandf.co.uk/journals/titles/02642069.asp |
Published version: | http://dx.doi.org/10.1080/02642060701453270 |
Appears in Collections: | Aurora harvest 6 Business School publications |
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