Effect of service provider's communication style on customer satisfaction in professional services setting: the moderating role of criticality and service nature
Effect of service provider's communication style on customer satisfaction in professional services setting: the moderating role of criticality and service nature
复制标题
DOI：
10.1108/08876040910946369
复制
发表时间：
2009-04
影响因子：
3.9
通讯作者：
Cynthia M. Webster;D. Sundaram
中科院分区：
文献类型：
--
作者：
Cynthia M. Webster;D. Sundaram
目的 – 本研究旨在研究服务提供商的沟通方式与客户满意度之间的关系，以及服务关键性和性质如何调节这种关系。设计/方法/途径 – 该方法包括对专业服务的消费者进行系统抽样。调查结果 – 尽管服务提供商的沟通方式与客户满意度显着相关，但这种关系受到服务关键性和服务性质的调节。为了提高客户满意度，以高归属感为特征的沟通在高危急情况下比在低危急情况下更重要。在低危急情况下，沟通中的低主导地位更为重要，但在高危急情况下，主导程度并不重要。另一方面，高隶属度对于凭证服务更为重要，但对于体验服务而言，隶属度并不重要。低主导度对于体验服务更重要，高主导度对于体验服务更重要...
Purpose – This study aims to examine the relationship between service providers' communication style and customer satisfaction and how service criticality and nature moderate this relationship.Design/methodology/approach – The methodology included systematic sampling of consumers of professional services.Findings – Although a service provider's communication style significantly relates to customer satisfaction, the relationship is moderated by service criticality and service nature. To enhance customer satisfaction, communication characterized by high affiliation is more important in high‐ than in low‐critical situations. Low dominance in communication is more important in low‐critical situations, but the level of dominance is unimportant in high‐critical situations. On the other hand, high affiliation is more important for credence services, but the level of affiliation is unimportant for experience services. Low dominance is more important for experience services, and high dominance is more important fo...