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

Yuan Gao () and Qin-hai Ma
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Yuan Gao: Northeastern University
Qin-hai Ma: Northeastern University

A chapter in Proceedings of 20th International Conference on Industrial Engineering and Engineering Management, 2013, pp 709-718 from Springer

Abstract: 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.

Keywords: Customer normative behavior; Customer participation; Customer performance; Interpersonal skills (search for similar items in EconPapers)
Date: 2013
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-642-40072-8_71

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DOI: 10.1007/978-3-642-40072-8_71

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