The Impact of Employees’ Reaction on Customer Satisfaction in Failed Compatibility Management

Jianxin Li (), Jing Luo () and Huijuan Qin ()
Additional contact information
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 939-943 from Springer

Abstract: Abstract This article adopts the method of critical incident technique (CIT) to analyze the impacts of employee responses (active\passive) and degree of effort (high\low) to customer satisfaction. The results show that: (1) even if the compatibility management fails, employees’ active reaction have a positive effect on customer satisfaction still and it can be lead to higher satisfaction than employees’ reactive; (2) when employee react actively, degree of efforts have a positive influence on customer satisfaction.

Keywords: Failed compatibility management; Employee; Reaction; Effort (search for similar items in EconPapers)
Date: 2015
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-642-40660-7_140

Ordering information: This item can be ordered from
http://www.springer.com/9783642406607

DOI: 10.1007/978-3-642-40660-7_140

Access Statistics for this chapter

More chapters in Springer Books from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().