Being Always Right: Customer Behavior Towards Service Providers

Dana Yagil

Chapter 4 in The Service Providers, 2008, pp 83-103 from Palgrave Macmillan

Abstract: Abstract Customer influence on service providers is much more immediate than management influence. This is due to the physical proximity that often exists between service provider and customer, the great amount of time they spend together, and the significant amount of positive and negative feedback along with varied information that customers provide.1 Moreover, customers and service providers influence each other mutually, as reflected in findings showing that customer satisfaction with service affects service providers’ attitudes and well-being (reviewed by Homburg & Stock, 2005).2 For example, customer satisfaction is negatively related to service providers’ job dissatisfaction and health complaints,3 while customer perceptions of service quality affect employee morale and service climate.4

Keywords: Service Provider; Customer Satisfaction; Sexual Harassment; Service Employee; Service Failure (search for similar items in EconPapers)
Date: 2008
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DOI: 10.1057/9780230582675_5

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