Customer- and branch-level determinants of customer satisfaction: A cross level investigation.

Détails

ID Serval
serval:BIB_DCE273009C12
Type
Actes de conférence (partie): contribution originale à la littérature scientifique, publiée à l'occasion de conférences scientifiques, dans un ouvrage de compte-rendu (proceedings), ou dans l'édition spéciale d'un journal reconnu (conference proceedings).
Collection
Publications
Institution
Titre
Customer- and branch-level determinants of customer satisfaction: A cross level investigation.
Titre de la conférence
2010 La Londe Conference in Service Management
Auteur(s)
Dietz J., Joshi C., Wiley J. W.
Adresse
La Londe les Maures, France
Statut éditorial
Publié
Date de publication
05/2010
Langue
anglais
Résumé
We developed a multi-level model of service climate effects on customer satisfaction. This model, unlike past models, is not bound by the assumption that all customers of a service unit react in a similar fashion to service climate. Reanalyzing data by Dietz, Pugh, and Wiley (2004), we found in an HLM analysis that service climate (1) affected average customer satisfaction in service units, thus replicating past research, and (2), extending past research, also had a cross-level effect on individual customers’ satisfaction by interacting with customer frequency of contact. Customers who frequented a branch more often reacted more strongly to service climate. Our multi-level model is theoretically important, as it integrates marketing research on individual level satisfaction with organizational behavior research on aggregate level customer satisfaction. It is also practically relevant because it informs the management of customer satisfaction at both the service unit level and the level of the individual customer.
Mots-clé
Service climate, Customer satisfaction, Cross level modeling
Création de la notice
17/08/2011 14:46
Dernière modification de la notice
21/08/2019 5:16
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