An analysis of Relationship among Customer Evaluation for Employees, Customer Satisfaction, and Customer Loyalty in Service Encounter by Customer Attribute-based Classification

DOI

Bibliographic Information

Other Title
  • 従業員評価、顧客満足度、ならびに顧客ロイヤルティの関係に関する顧客属性別分析

Description

Service Encounter is a situation where customers meet directly to services provided by companies, and the core element of service encounter is interaction between customers and employees. Face-to-face contact between customers and employees at branches or shops is the most fundamental mode of such interaction.<br>After experiencing face-to-face contacts with employees, customers evaluate employees, form customer satisfaction toward the services provided by employees, and develop afterwards behavioral intentions as expressions of customer loyalty.<br>In this study, we have conducted a web survey on customers' actual usage of banks. Using data obtained from the survey, we have analyzed relationships among customer evaluation for employees, customer satisfaction, and customer loyalty in service encounter by customer attribute-based classification.

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Details 詳細情報について

  • CRID
    1390282680685254912
  • NII Article ID
    130005481869
  • DOI
    10.11497/jasmin.2014f.0_173
  • Text Lang
    ja
  • Data Source
    • JaLC
    • CiNii Articles
  • Abstract License Flag
    Disallowed

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