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An Integrated Model of Customer Social Exchange Relationship: The Moderating Role of Customer Experience

Title
An Integrated Model of Customer Social Exchange Relationship: The Moderating Role of Customer Experience
Author
공태식
Keywords
perceived organisational support; perceived service provider support; perceived customer support; customer satisfaction; customer experience
Issue Date
2009-11
Publisher
FRANK CASS CO LTD
Citation
SERVICE INDUSTRIES JOURNAL, v. 29, no. 11, page. 1513-1528
Abstract
This article addresses how the customer social exchange relationship affects customer satisfaction and, in turn, repurchase intention. On the basis of the stimulus-organism-response model, this article argues that perceived organisational support, perceived customer support, and perceived service provider support influence customer satisfaction, which in turn affects repurchase intention. Furthermore, this study argues that perceived organisational support is the most important predictor of customer satisfaction for high-experience customers, whereas perceived customer support is the most important predictor of customer satisfaction for low-experience customers. A survey of 144 users of the foreign language institute on a university reveals that most of these hypotheses are supported.
URI
http://eds.b.ebscohost.com/eds/detail/detail?vid=0&sid=f6c58373-f869-467a-a51d-d3f4f205610f%40pdc-v-sessmgr02&bdata=Jmxhbmc9a28mc2l0ZT1lZHMtbGl2ZQ%3d%3d#AN=44873841&db=bthhttps://repository.hanyang.ac.kr/handle/20.500.11754/165963
ISSN
0264-2069; 1743-9507
DOI
10.1080/02642060902793474
Appears in Collections:
COLLEGE OF BUSINESS AND ECONOMICS[E](경상대학) > BUSINESS ADMINISTRATION(경영학부) > Articles
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