کد مقاله | کد نشریه | سال انتشار | مقاله انگلیسی | نسخه تمام متن |
---|---|---|---|---|
10496757 | 942657 | 2005 | 15 صفحه PDF | دانلود رایگان |
عنوان انگلیسی مقاله ISI
Exploring the role of relationship variables in predicting customer voice to a service worker
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کلمات کلیدی
موضوعات مرتبط
علوم انسانی و اجتماعی
مدیریت، کسب و کار و حسابداری
بازاریابی و مدیریت بازار
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چکیده انگلیسی
Customers' perceptions of service workers' trustworthiness and power, and their commitment to the service worker were investigated as possible determinants of the likelihood of customer voice directly to the service worker in the event of a service failure. Set in the context of hairdressing salons, it was found that hair stylists' perceived trust (benevolence and credibility) and expert power were positively associated with clients' intention to voice. By contrast, the level of coercive power hair stylists were perceived to have was negatively associated with intentions to voice. Hair stylists' perceived benevolence was the strongest predictor of client voice.
ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Journal of Retailing and Consumer Services - Volume 12, Issue 2, March 2005, Pages 83-97
Journal: Journal of Retailing and Consumer Services - Volume 12, Issue 2, March 2005, Pages 83-97
نویسندگان
Liliana L. Bove, Nichola L. Robertson,