Service Relationships: The Impact of Service Providers on Customers

Dana Yagil

Chapter 8 in The Service Providers, 2008, pp 166-185 from Palgrave Macmillan

Abstract: Abstract Customer satisfaction and evaluation of service quality have a strong positive effect on customer loyalty intentions as well as on their willingness to speak highly of the organization to others. This in turn influences the organization’s ability to retain current customers and attract new ones,1,2,3 thereby increasing overall profitability.4 Customer outcomes are thus good measure of the viability and success of an organization.5

Keywords: Service Provider; Positive Emotion; Customer Satisfaction; Emotional Contagion; Customer Loyalty (search for similar items in EconPapers)
Date: 2008
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-0-230-58267-5_9

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DOI: 10.1057/9780230582675_9

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