The Role of Service Workers in Customer Compatibility Management: An Empirical Study

Jianxin Li (), Jing Luo () and Huijuan Qin ()
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Jianxin Li: Changsha University of Science & Technology
Jing Luo: Changsha University of Science & Technology
Huijuan Qin: Changsha University of Science & Technology

A chapter in LISS 2013, 2015, pp 933-937 from Springer

Abstract: Abstract This study adopts the methods of critical incident technique (CIT) and interview to analyze the service workers’ responses (active and passive) and the degree of effort (high and low) influence on customer satisfaction under the situation of successful compatibility management. The results show that: (1) workers’ active responses have a positive effect on customer satisfaction and it is better than the passive responses; (2) the degree of employees’ effort can bring out different effects on customer satisfaction.

Keywords: Compatibility management; Service worker; Reaction; Effort (search for similar items in EconPapers)
Date: 2015
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-642-40660-7_139

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DOI: 10.1007/978-3-642-40660-7_139

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