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Erschienen in:

2013 | OriginalPaper | Buchkapitel

Study on Customer Interpersonal Skills, Normative Participation and Customer Performance in Service Situation

verfasst von : Yuan Gao, Qin-hai Ma

Erschienen in: Proceedings of 20th International Conference on Industrial Engineering and Engineering Management

Verlag: Springer Berlin Heidelberg

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Abstract

The effect of customer’s interpersonal skills on customer normative participation and customer performance (including customer satisfaction and positive behavior post purchase) was investigated by the method of demonstration, and the complicated relationships between these variables based on structural equation model were discussed. The results show that the customer’s interpersonal skills have significantly positive effect on customer normative participation, satisfaction and positive behavior post purchase, and reveal the influence of the customer interpersonal skills on his behavior decision and the finally service evaluation during the service process. The results also provide a comprehensive understanding of the antecedent variables impacting on consumer performance and normative participation.

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Titel: Study on Customer Interpersonal Skills, Normative Participation and Customer Performance in Service Situation
verfasst von: Yuan Gao
Qin-hai Ma
Verlag: Springer Berlin Heidelberg
Buch: Proceedings of 20th International Conference on Industrial Engineering and Engineering Management
Print ISBN: 978-3-642-40071-1

Electronic ISBN: 978-3-642-40072-8

Copyright-Jahr: 2013
DOI: https://doi.org/10.1007/978-3-642-40072-8_71

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