FRINK Linked Data Fragments server

Matches in SemOpenAlex for { <https://semopenalex.org/work/W2763365723> ?p ?o ?g. }

• W2763365723 abstract "With the shift to a service economy (Cascio, 1995), customer service effectiveness is a critical measure of success for service firms. In service relationships, where a single employee may be the only point of contact for customers, monitoring service effectiveness becomes incumbent upon the employees delivering the service (i.e., boundary spanners). The purpose of this study was to provide an investigation into service effectiveness (i.e., customer satisfaction and repatronage and word-of-mouth intentions) in service relationships. Specifically, boundary spanners' perceived organizational support (POS) was proposed to impact customer satisfaction through its impact on feedback seeking behaviors (i.e., direct inquiry, monitoring, positive feedback, and negative feedback). Feedback seeking behaviors, in addition to customers liking of and perceived similarity to boundary spanners, were proposed to impact satisfaction. In turn, customer satisfaction was proposed to lead to repatronage intentions and word-of-mouth intentions. Participants included 147 boundary spanner and customer dyads in business-to-business service relationships. Despite the good fit of the overall model, the strength and significance of individual parameters in the model varied. Customer liking and perceived similarity had a direct impact on customer satisfaction, which in turn impacted repatronage and word-of-mouth intentions. Neither POS nor any individual feedback seeking behaviors had a significant impact on satisfaction. However, when considered together, three types of feedback seeking behavior (direct inquiry, positive and negative feedback seeking) did have a positive impact on satisfaction. These findings indicate that satisfied customers are more likely to return to boundary spanners and to recommend the boundary spanner to other prospective customers. Further, boundary spanners may enhance customer satisfaction through seeking feedback on their service delivery. Implications and directions for future research are discussed." @default.
• W2763365723 created "2017-10-20" @default.
• W2763365723 creator A5091662819 @default.
• W2763365723 date "2022-06-10" @default.
• W2763365723 modified "2023-10-15" @default.
• W2763365723 title "Feedback seeking in customer service relationships" @default.
• W2763365723 cites W1689771227 @default.
• W2763365723 cites W1788845434 @default.
• W2763365723 cites W1965446534 @default.
• W2763365723 cites W1966120870 @default.
• W2763365723 cites W1968524945 @default.
• W2763365723 cites W1969652963 @default.
• W2763365723 cites W1971159612 @default.
• W2763365723 cites W1971410477 @default.
• W2763365723 cites W1974343841 @default.
• W2763365723 cites W1976329634 @default.
• W2763365723 cites W1977957405 @default.
• W2763365723 cites W1979907230 @default.
• W2763365723 cites W1979929329 @default.
• W2763365723 cites W1982213519 @default.
• W2763365723 cites W1983990142 @default.
• W2763365723 cites W1984492382 @default.
• W2763365723 cites W1988470004 @default.
• W2763365723 cites W1989496383 @default.
• W2763365723 cites W2002136109 @default.
• W2763365723 cites W2002668265 @default.
• W2763365723 cites W2004524956 @default.
• W2763365723 cites W2006731719 @default.
• W2763365723 cites W2008844726 @default.
• W2763365723 cites W2011309176 @default.
• W2763365723 cites W2011430118 @default.
• W2763365723 cites W2014543370 @default.
• W2763365723 cites W2018201949 @default.
• W2763365723 cites W2023822268 @default.
• W2763365723 cites W2030441548 @default.
• W2763365723 cites W2030638771 @default.
• W2763365723 cites W2031564884 @default.
• W2763365723 cites W2032427428 @default.
• W2763365723 cites W2035199589 @default.
• W2763365723 cites W2036389121 @default.
• W2763365723 cites W2036543051 @default.
• W2763365723 cites W2039229946 @default.
• W2763365723 cites W2041728333 @default.
• W2763365723 cites W2045345365 @default.
• W2763365723 cites W2047434404 @default.
• W2763365723 cites W2049558354 @default.
• W2763365723 cites W2056068013 @default.
• W2763365723 cites W2056434135 @default.
• W2763365723 cites W2059334100 @default.
• W2763365723 cites W2062093135 @default.
• W2763365723 cites W2066951181 @default.
• W2763365723 cites W2069111524 @default.
• W2763365723 cites W2071666535 @default.
• W2763365723 cites W2071918062 @default.
• W2763365723 cites W2074526772 @default.
• W2763365723 cites W2081774187 @default.
• W2763365723 cites W2083736596 @default.
• W2763365723 cites W2084453686 @default.
• W2763365723 cites W2084710723 @default.
• W2763365723 cites W2087626071 @default.
• W2763365723 cites W2087836953 @default.
• W2763365723 cites W2088303462 @default.
• W2763365723 cites W2088594554 @default.
• W2763365723 cites W2088812272 @default.
• W2763365723 cites W2091577951 @default.
• W2763365723 cites W2091843200 @default.
• W2763365723 cites W2092884248 @default.
• W2763365723 cites W2093580242 @default.
• W2763365723 cites W2094492235 @default.
• W2763365723 cites W2094629104 @default.
• W2763365723 cites W2096610461 @default.
• W2763365723 cites W2097829847 @default.
• W2763365723 cites W2101310351 @default.
• W2763365723 cites W2106186145 @default.
• W2763365723 cites W2119454786 @default.
• W2763365723 cites W2130653485 @default.
• W2763365723 cites W2131052661 @default.
• W2763365723 cites W2131166813 @default.
• W2763365723 cites W2131963792 @default.
• W2763365723 cites W2141922018 @default.
• W2763365723 cites W2148219776 @default.
• W2763365723 cites W2149608872 @default.
• W2763365723 cites W2150806568 @default.
• W2763365723 cites W2154703907 @default.
• W2763365723 cites W2163297822 @default.
• W2763365723 cites W2163988453 @default.
• W2763365723 cites W2169294797 @default.
• W2763365723 cites W2170094403 @default.
• W2763365723 cites W2317982673 @default.
• W2763365723 cites W2329397635 @default.
• W2763365723 cites W2333057539 @default.
• W2763365723 cites W2496881573 @default.
• W2763365723 cites W3033449667 @default.
• W2763365723 cites W3144139892 @default.
• W2763365723 cites W2088934510 @default.
• W2763365723 doi "https://doi.org/10.31390/gradschool_dissertations.4004" @default.
• W2763365723 hasPublicationYear "2022" @default.
• W2763365723 type Work @default.
• W2763365723 sameAs 2763365723 @default.
• W2763365723 citedByCount "4" @default.

• next