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01.03.2016 | Empirical article

Influence of customer–firm relationships on customer participation in the service industry

verfasst von: Jinwoo Ahn, Taeseok Rho

Erschienen in: Service Business | Ausgabe 1/2016

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Abstract

Previous research has focused on relationship value and outcome as ‘consequence variables’ of customer participation (CP). This study examines customer–firm relationships as an ‘antecedent variable’ of CP. Early contact and relationships with customers build confidence in the service encounter and create customer trust, which leads to commitment and improves customer cooperation. Likewise, interaction and relationship building in the service encounter encourage active customer cooperation and participation in the later stages of interaction. This study analyzes the influence of relational antecedent factors affecting customer participation intention, examines the moderating effects of customer relationship proneness, and suggests some theoretical and practical implications.

Vorheriger Artikel Hospital career management systems and their effects on the psychological state and career attitudes of nurses

Nächster Artikel From customer motivation to corporate performance. The role of strategic factors and distribution channels of financial service firms

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\({\text{GoF}} = \sqrt {\overline{\text{AVE}} \times \overline{{R^{2} }} } = \sqrt {0.725 \times 0.423 } = 0.554\).

\({\text{GoF}}_{\text{small}} = \sqrt {0.5 \times 0.02} = 0.10, \,{\text{GoF}}_{\text{medium}} = \sqrt {0.5 \times 0.13} = 0.25, \,{\text{GoF}}_{\text{large}} = \sqrt {0.5 \times 0.26} = 0.36\).

The path coefficient’s standard errors of the structural model obtained from resampling results in each group are used to analyze the difference using a permutation approach. Chin (2000) proposed the equation mentioned below for a paired difference test via the pooled estimator for the variance of each group. This study conducted a t test following the equation based on which the results are presented.

\(t = \frac{{{\text{Path}}_{{{\text{sample}}_{1} }} - {\text{Path}}_{{{\text{sample}}_{2} }} }}{{\left[ {\sqrt {\frac{{\left( {m - 1} \right)^{2} }}{{\left( {m + n + 2} \right)}}\;*\;{\text{SE}}_{{{\text{sample}}_{1} }}^{2} + \frac{{\left( {n - 1} \right)^{2} }}{{\left( {m + n - 2} \right)}}\;*\;{\text{SE}}_{{{\text{sample}}_{2} }}^{2} } } \right]*\left[ {\sqrt {\frac{1}{m}} + \frac{1}{n}} \right]}}\)

Path(i): ith path coefficient; m, n: sample size of group m and group n; SE: standard error of ith path coefficient

f ² ≥ 0.35: strong, f ² ≥ 0.15: medium, f ² ≥ 0.02: weak.

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Titel: Influence of customer–firm relationships on customer participation in the service industry
verfasst von: Jinwoo Ahn
Taeseok Rho
Publikationsdatum: 01.03.2016
Verlag: Springer Berlin Heidelberg
Erschienen in: Service Business / Ausgabe 1/2016
Print ISSN: 1862-8516
Elektronische ISSN: 1862-8508
DOI: https://doi.org/10.1007/s11628-014-0258-6

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